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.
Customer centricity is how you turn customers into raving fans. Read on for some practical customer-centricity tips.