Go for it! Real-time Customer Support is Commendable, not Crazy. Why is Real-time Customer Support commendable? customers don’t get enough support early, well-supported customers will become your evangelists it’s a lot cheaper than trying to fix problems later Why is…
Do you sign your emails the same way 80% (or even 100% of the time)? Do you find yourself retyping bits of text, like “let’s meet up – send me your information” and “here’s our latest press list”. If you’re…
The “best tools” start with the following approach: Connect with your customers on a human level – understand the commitment you’re making to make it right for people. Pick the right tools to match the approach you want to take – match…
Since I started my current role as a Customer Experience Manager in October 2008, many people have asked me “what’s customer experience and how do you deliver it?” Aside from cheeky remarks like “I ensure customer delight”, I didn’t have…
Keep Gate Closed Originally uploaded by gregmeyer You’ve seen it before. It’s the shop that closes at 4:45pm when the posted hours are until 5pm. It’s the airline desk where an overwhelmed worker lashes out verbally at angry customers trying…
I often get asked, “What’s a Customer Experience Manager?” This role looks different in different organizations, from a completely hands-on role with customers (my type of role) to a “Voice of the Customer” role (analytics, Net Promoter-driven, etc). Here’s what…
Honey stand Originally uploaded by gregmeyer I recently returned from a vacation to Oregon and stopped (as has become a ritual, or at least a habit) to buy some local honey from an honor box on Route 99W in Dundee,…
We all send email. We all make phone calls. We all have meetings. If you’ve ever worked in a large corporation, you’ve probably learned that it’s possible to go through all of these interpersonal activities and still feel at the…
I hate to-do lists. Let’s be clear. A to-do list is the best way for me to remember that I haven’t finished doing something. If I start making lists I’ll remember all of the things I once thought were important…
