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What Is Customer Journey Mapping?  Why is it Important?

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Customer journey mapping helps businesses identify and understand what consumers want and care about and how they shop to get it.  Businesses use it as a tool to illustrate visual end-to-end customer experiences and to correct deficiencies, train/re-train employees, improve customer service, and build customer loyalty.  The mapping process traces every nuance and touch point of customer engagement.  In fact, two-thirds of the touch points (the way in which customers interact with the businesses: chat service, email, face-to-face, phone, etc.) are initiated by the customer.

Online and brick-and mortar businesses have equally compelling reasons to develop a mapping system, however, they will be starkly different from one another.

Elements to consider when developing a customer journey mapping system: (more…)

Unlock the Mystery of Proactive Customer Care

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“Doing the best at this moment puts you in the best place for the next moment.” ~ Oprah Winfrey.  

For some organizations, reactive support is a standard strategy—taking action only after a problem has been brought to their attention.   Being in reactive mode opens the door to being blindsided with larger problems and fewer satisfied clients.  The good news is that phenomenal service is not about reacting but about anticipating problems and solving them before the customer even notices.

Those in the know understand how to set trends to “normalize” superior customer experiences.  They create hybrid models to accommodate a specific “type” of client.  Even within that model, they customize delivery service and style that exceed the client’s expectations.

Ideas for an effective proactive arsenal:   (more…)

A Change to Make in 2018: Empower Your Employees

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A number of business leaders have shared their thoughts about empowering employees to make decisions without having to first consult with management.  Studies show that giving employees the authority to make decisions will dramatically increase their confidence to carry out more serious responsibilities.

Managers have a duty to review and revise company policies and to create a culture that reduces the quagmire of documentation, verbal, and written approvals before anything gets done.

Here are a couple of reasons to make a change this year:

>  Shareholders and consumers constantly demand quality product for their time and investment.  They expect to be (more…)

Watch Out !  Customer Service is Changing

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A company’s vision must remain current with the times and ensure it is applicable to its targeted demographic.

More and more, customers are spending their dollars with businesses that know how to treat them well, anticipate their needs, and promptly deliver on promises.  They want companies to provide support that is easy and convenient.  Customers expect businesses to be current on state-of-the art trends, especially when it comes to servicing them using Artificial Intelligence (AI): (more…)

So Much To Do…Such Little Time To Get It Done

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Steve Jobs kept a running list of his daily tasks and to stay on schedule, he routinely referenced the list asking himself, “What’s my next action?”.

Self-discipline and taking control of your time are the essential elements needed to conquer the elusive “fait accompli” of seemingly endless tasks.

Productivity increases when “to do” lists are crafted and soundly implemented.  When you construct a list, set a timeframe (i.e., three days) that designates when all tasks must be completed; purge the list afterwards.  Be sure not to confuse a “to do” list with a “project list”.

Here are a few ideas that might help you “get it all done”:

* Make a “To Don’t” list.  A major reason people don’t complete daily tasks is because they are sidetracked by peripheral activities, thoughts and interruptions.  So, if the first priority of the day is to finalize the financial summary for an upcoming board meeting, the “To Don’t” list (more…)