Mark Eggers
Mark heads up the Sales team at Yarno. He loves to chat, which is fortunate because he’s very good at it. He's our digital Swiss Army Knife, always armed with a solution to any problem.
EPIC CX: ING
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...
How a simple tweak in your language can level up your customer interactions
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...
The subtle art of writing a job advertisement
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).
Epic CX case study: Pal's Sudden Service
It's all in the name: Pal's Sudden Service make customer service headlines because of their insanely speedy service.
EPIC CX case study: Warby's Eyewear
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.
How to create repeat customers by fostering a culture of customer obsession
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.
Until you embed training you'll never see a return on your investment
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.
How role-playing can level up your customer interactions
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.
How to use customer service frameworks to prevent disappointing customers
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.
How to turn customers into raving fans in 4 steps
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.
The pros and cons of flexible and remote work
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.
You don't have an engagement problem, you have a reward problem
Before worrying about how to make training fun, we need to answer one important question: why are we training? What is the desired outcome?
