ING doesn't owe their success to their standout bright orange card, or even the glowing endorsement from the Barefoot Investor. No, in a sea of banks, ING stands out because of their focus on...
To work is to communicate. Whether it's with colleagues, customers, or your internet carrier (a too frequent occurrence...), if you're workin', you're communicatin' (Mark Eggers 2020 Ⓒ). So it's pretty important we learn to...
We're currently hiring at Yarno and our philosophy is that if you show your personality, people will show you theirs (aka, their true colours...shining through).
It's all in the name: Pal's Sudden Service make customer service headlines because of their insanely speedy service.
For this week's Epic CX case study we have a mystery for you...it's the case of the magically disappearing and re-appearing glasses.
We’re up to the “O” in FOREfront which stands for “Obsessives”, because it’s about creating and curating a customer obsessed culture. This second step is a long term investment in your company culture.
There is no point in training unless you repeat it. Our brains are like leaky buckets: the things we learn spill out over time. That is, unless you repeat and reinforce your learning.
Roleplay provides you with an opportunity to give your customer service staff immediate feedback on how they interact with customers. It also ensures that desirable behaviours are embedded.
Frameworks are important because they allow you to fit the million different scenarios a customer will throw at you into neat boxes with a clear focus and outcome.
Raving fans are the customers that tell anyone and everyone about how great you and your business are. Here's our 4 step method to create them.
Flexible work may be a way for us to finally have some work-life balance, but it may cost us our creativity and collaboration. Is it worth the sacrifice? Let's check the scoreboard.
Before worrying about how to make training fun, we need to answer one important question: why are we training? What is the desired outcome?