Tag: customer experience

The CX Circle: Insights from The Tipping Point

The CX Circle: Insights from The Tipping Point

As part of our CX Circle book club, for the month of August we read The Tipping Point by Malcolm Gladwell. While the book was published more than 10 years ago, the points that are made are still highly relevant in any business environment today. Read on to see what the TCFCR team thought about …Continue Reading

Ask a CX Expert: Keeping Great Employees Afloat [Video]

Ask a CX Expert: Keeping Great Employees Afloat [Video]

This week, our #CXExpert is sharing some #WednesdayWisdom on how to keep your best employees afloat in order to retain their loyal customers.

A Pop Culture Guide to Customer Care Training

A Pop Culture Guide to Customer Care Training

Looking for a guide to build your customer care training session off of? Then look no further than the TV in front of you! Not everyone learns the same way, and today we are sharing with you some examples that excellent customer service training can adopt for those who may be more visual or auditory …Continue Reading

Is The Customer Service “Department” Becoming Obsolete?

Is The Customer Service “Department” Becoming Obsolete?

Today we are excited to share with you a guest post from Mike Wittenstein. Let’s face it, most Customer Service Departments were created, and still exist, to deal with a mismatch between customer expectations and what a business delivers. This mismatch can occur even when the organization does due diligence and thinks it knows what …Continue Reading

This is For Customers ONLY

This is For Customers ONLY

How many times have you needed to use the bathroom, entered a place of business and were told, “No, this is for customers only?” It has probably happened to all of us. That policy isn’t good for business or people. Last weekend I was with my granddaughter in Great Barrington, MA, enjoying a perfect Saturday …Continue Reading