Training for Customer Service & Leadership Development
in Canada | USA | Asia | Europe
Your ultimate guide to Outstanding Customer Experience
What is the ROI of customer service? It’s a great question. It’s also a bit of a trap, because most of the answers you’ll get aren’t helpful.
McDonald’s Customer: “I’ll Never Forget It” You don’t need to do over-the-top things to deliver
Only 25% of Companies Have Success With Customer Experience. Pity. I highlighted one of the
One of the reasons that I wrote The Journey to WOW as a parable was to try and best capture the profound impact that little things can have on a company’s success. This is a brief excerpt from the book illustrating a practice that almost all large companies are guilty of. They have no idea the potential opportunities they are missing. And what is gained by isolating yourself from your customers?
We settled on these ten as the best examples of really bad customer service in 2018. They are in order from least-really-bad to most-really-bad
Every year we keep our eyes open for the top 10 customer service stories that reflect the very best of organizations and their employees. As with other years, 2018 produced some truly great examples of customer service and are excited about sharing them.
This was one my all time favorite chapters to write in all of my books. In Chapter 21 of The Journey to WOW, the executive team at Household Solutions gets a first-hand glimpse at why customers don’t like them. I think it is an experience every single one of us have had. These are the kinds of experiences so many people in leadership are unaware of in their own organizations.
Customer-focus begins at the top of an organization. I’ve seen too many companies where “customer service” and “customer experience” are just talking points. Words on a mission statement. Yet they can’t understand why customers aren’t loyal. This is an excerpt from chapter 24 of The Journey to WOW, where Cameron learns a valuable lesson about corporate attitude.
When writing The Journey to WOW, I tried to create a story that would be meaningful for everyone involved in creating a customer-focused organization. This is an excerpt from Chapter 17. In it, Maddy describes the attitude everyone needs to begin transforming a customer service culture.
Shaun Belding’s new book, “The Journey to WOW” is one of the top books on customer experience for 2018. A fun and deeply insightful business fable for people who want to achieve outstanding customer loyalty.