Are you stalling?
I have a little wooden plaque with those three words on it. And of course, the answer is often “yes.” If you’re waiting on an unavoidable delay, then you’re not stalling. If you’re making things better in a way that the customer will notice, then you’re not stalling. If you’re finding that the spaces in […]
Qarrtsiluni
This is the Inuit word for “sitting together in the darkness, quietly, waiting for something creative or important to occur.” Of course, this works. The only difficult part is doing it. We’re buzzy people, inundated with noise, using it to hide from the important work that’s right in front of us.
Making Change Work
The aim of every CX programme, of course, is to add value over the long term – not just following the excitement of a launch or major overhaul. It should enable organisations to gather feedback from stakeholders, to analyse and draw insights about how products and services are judged, and then enable the CX team…
The post Making Change Work appeared first on Customer Experience Magazine.
A paradox of community, belief and reality
Belief happens when we combine community with emotion. It’s a way for us to see and understand the world, at the same time that we engage with some of the people around us. Belief is a symptom of shared connection, and community makes us human. Reality, on the other hand, is widely experienced and consistent. […]
Is It Time To Move On From The “New Normal” Of CX?
The “new normal” embodies the idea of a handful of wildly accepted COVID-19 norms – Zoom meetings, remote working, wearing masks in public stores and restaurants, curb-side pickup, and so much more. Personally, I can’t stand to hear the words “new normal” anymore. Why? Other than the term being overused, it has a complacent feeling – as if our business continuity planning is not capable of evolving to new societal trends and consumer behaviors. Quite simply, there is nothing “normal” about the time we are living in. The only constant, oxymoronically, is change. And those who can remain agile by adapting to evolving consumer behavior trends can deliver better customer experiences during the Darwinism of business.
Full Article: https://www.customercontactweekdigital.com/customer-experience/articles/is-it-time-to-move-on-from-the-new-normal-of-cx
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Contact Centers Are Using More Call-Backs Than Ever
As the contact center continues to evolve rapidly, it’s important to take… Continue reading →
The post Contact Centers Are Using More Call-Backs Than Ever first appeared on Fonolo.
Entitlement fails
An attitude of entitlement doesn’t increase the chances you’ll get what you want. And it ruins the joy of the things you do get. Win or lose, you lose.
Are You Delivering “Comfort and Joy” to Your Customers?
CX expert, author, and keynote speaker, Chip R. Bell shares why you must give your customers sincere joy, even if it cannot be graphed on a Power Point slide or calculated for a report.
The post Are You Delivering “Comfort and Joy” to Your Customers? appeared first on Customer Bliss.