CX-WISE PODCAST
Peeking into CX Leaders’ Experiences
Listen to win a free copy of Ian's book!
CX Diaries
Heart-warming customer service stories to inspire you
Jay's
story
Emily's
story
Jackie's
story
Customers like these inspire us to go the extra mile. It's not just about solving problems — it's about making a difference and bringing that genuine smile to their faces."
Rita,
Technical Support Engineer, India
Meet Rita (name changed), a customer service agent at a tech company. Amid daily challenges, she encountered a customer with a printer issue. Despite procedural delays, Rita learned the customer, facing chemotherapy, needed a swift resolution for her team to work smoothly in her absence. Rita, deeply moved by the customer’s dedication, even amid serious illness, bypassed protocol, escalating the issue to the management.
In spite of a concerted effort, they resolved it by day's end. Rita followed up, sensing joy in the customer's voice. Although she couldn't see the customer's face, she could feel the smile in her voice. This story, etched in her memory, inspires Rita to go above and beyond for customers.
In Rita's words, "Customers like these inspire us to go the extra mile. It's not just about solving problems — it's about making a difference and bringing that genuine smile to their faces."
Customers like these inspire us to go the extra mile. It's not just about solving problems — it's about making a difference and bringing that genuine smile to their faces."
Rita,
Technical Support Engineer, India
Meet Rita (name changed), a customer service agent at a tech company. Amid daily challenges, she encountered a customer with a printer issue. Despite procedural delays, Rita learned the customer, facing chemotherapy, needed a swift resolution for her team to work smoothly in her absence. Rita, deeply moved by the customer’s dedication, even amid serious illness, bypassed protocol, escalating the issue to the management.
In spite of a concerted effort, they resolved it by day's end. Rita followed up, sensing joy in the customer's voice. Although she couldn't see the customer's face, she could feel the smile in her voice. This story, etched in her memory, inspires Rita to go above and beyond for customers.
In Rita's words, "Customers like these inspire us to go the extra mile. It's not just about solving problems — it's about making a difference and bringing that genuine smile to their faces."
Words to the Wise
Practical advice from the best in the biz.
Why should you not make customers wait?
In a world where every second counts, speed isn't just a luxury; it's a necessity. So, if you give your customers time, they will give you money.
Customers equate rapid responses with respect and care. But it's not just about being quick; it's about valuing the customer's time as much as they do.
Utilize technology like chatbots for quick responses while maintaining personalization. Establish feedback loops and celebrate the moments where speed positively impacted customer experience to continually refine processes in your organization.
Words to the Wise
Practical advice from the best in the biz.
Why should you not make customers wait?
In a world where every second counts, speed isn't just a luxury; it's a necessity. So, if you give your customers time, they will give you money.
Customers equate rapid responses with respect and care. But it's not just about being quick; it's about valuing the customer's time as much as they do.
Utilize technology like chatbots for quick responses while maintaining personalization. Establish feedback loops and celebrate the moments where speed positively impacted customer experience to continually refine processes in your organization.
CX Simplified
Resources to fastrack your CX career growth
A guide for Service Leaders in Peer-to-Peer relationship development
Explore trust, energy management and aligned incentives for fostering strong peer relationships among service leaders with insights from Nate Brown.
Unveiling the Essence of Agent Training and Coaching in Modern Workforce
Gain valuable insights from Annette Franz on optimizing workforce performance and enhancing employee skills to meet the demands of today's dynamic business environment.
Cut the crap - How to build experiences that truly matter
Learn from Frans Reichardt on why prioritizing fundamental processes over instant joy is crucial for crafting lasting customer experiences.