CX: The Human-to-Human Interface. Hacking the Matrix. Most organizations are trapped in a simulation. They believe that the Customer Journey is reality, that KPIs are the truth, and that AI is the subject of the relationship. It is time to take the red pill. For this purpose, Maturana and…
An unresolved complaint ends up on the Internet There is a new trend that shows that those customers who do not receive a response in the Complaint and Claim Area of the Company, they usually take their complaint to the Internet and social media, where consumers can share a…
By means of the semio-statistics analysis of 122,000 words used by young people aged 15 to 21 on Facebook in 2011, we can infer some trends in changes in the language, codes, and new meanings given by this group. What is Facebook Code: The less said the better.
Face-to-face, telephone, and social media customer service staff today face the challenge to deal with a customer who is mainly sensitive and worried. More than ever it is necessary for them to talk, empathize to retain the customer and provide an effective service. This kind of service is possible…
THE NPS ISN´T MAGIC!!! The NPS is a powerful tool for CX but implementing it does not guarantee its success. There are two moments: The NPS is a powerful tool for CX but implementing it does not guarantee its success. There are two key moments to optimize its implementation: -BEFORE: It…
Heroes, victims, or villains? Customer service staff in branches today, heroes, victims, or villains? Today face-to-face customer service staff is under a level of exposure never experienced nor expected before.
“Talk to me slowly, I´m in a hurry” could be a very good slogan today in customer service. The customer needs to be spoken to in a calm tone and that we repeat any information necessary to do what they came to do as quickly as possible. TIME TO UNDERSTAND…
“Talk to me slowly, I´m in a hurry” could be a very good slogan today in customer service. The customer needs to be spoken to in a calm tone and that we repeat any information necessary to do what they came to do as quickly as possible.
“Talk to me slowly, I´m in a hurry” could be a very good slogan today in customer service. The customer needs to be spoken to in a calm tone and that we repeat any information necessary to do what they came to do as quickly as possible.
Alert of bad customer experience (before it reaches the social media!) When a customer has a long wait time, finds poor cleaning, or does not find a product, we do not usually know about this or it is too late when we find out. Surveys and the information of…
