Tag: Customer service

Jul 10, 2013

Admin

While assisting a client with developing a customer experience strategy, a formula crossed my mind. Now I can hear someone asking – Errol, a formula related to customer experience? Bear with me on this – CACV + CT + EFMP = GCE*C = CR. Let’s walk through this. CACV This component of the formula means […]

Jun 03, 2013

Admin

Front-line personnel is tasked with providing a great customer experience – whether it be face-to-face, via phone, or web chat. An organization’s success at retaining customers is dependent upon the skills of those rendering service. Did you know that it’s important for your front-line personnel to be relaxed and confident during their encounters with customers? […]

Jun 03, 2013

Admin

In order to be successful in any endeavor, one has to identify the essentials required to accomplish that feat. It’s the same in customer service. What essentials are required to create great customer experiences which lead to maximum customer retention? I’ll give you six characteristics that I feel are key ingredients. Reliability Customers expect product/service […]

Jun 03, 2013

Admin

While assisting my wife in preparing for one of her workshops, it became apparent that a few more seats were needed. As I was familiar with this location, I proceeded to the storage room to retrieve the chairs but found the door locked. While speaking with the new receptionist in regards to gaining access to […]