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Aggressive Customers - How to Keep Your Customer Service Team Motivated
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Aggressive customers. In this article, CX thought leader Frans Reichardt presents the findings from a survey among customer contact employees, revealing significant concerns over customer aggression and its link to employee burnout. It discusses the implications of aggression and offers strategies to boost employee engagement and mitigate negative impacts.GA VERDER
3 Pillars That Will Keep Your Brand Attractive to Customers, Employees, and the Rest of the World
How do you keep your brand attractive to customers and employees? CX Thought Leader Frans Reichardt explores how integrating Customer Experience (CX), Employee Experience (EX), and Societal Experience (SX) creates a compelling brand appeal. He stresses the importance of a holistic approach in fostering sustainable practices, enhancing worker satisfaction, and improving customer interactions to achieve lasting brand loyalty.GA VERDER
3 Ways to Deal With AI Skeptics Around You
Artificial Intelligence. CX thought leader Frans Reichardt delves into the reasons behind AI skepticism, including fear of the unknown, change, and losing relevance. He suggests understanding these fears and showcasing AI's fun aspects, daily-life applications, and benefits in customer service.GA VERDER
Cut the crap - How to build experiences that truly matter
Cut the crap. CX thought leader Frans Reichardt urges CX leaders to shift from crafting momentary joy-inducing customer experiences to improving fundamental processes – streamlining customer journeys, ensuring transparent communication, and prioritizing employee engagement – that truly matter in the eyes of your customers.GA VERDER
"Talking about customer focus is easy. But what are you going to do?"
Customer-centricity. It often turns out to be a lot easier said than done. Professional speaker and ‘customer listener’ Frans Reichardt unravels the secrets for us on the way to a satisfied customer. He is pleased with the service provided by the taxi world. “Something really happened there.”GA VERDER
Dealing with my dentist
My dentist has not kept up with the times. He has no website. No email. No WhatsApp. The practice can only be reached by telephone in the morning between half past seven and half past eight. Not on Friday, because then the office is closed and unreachable.GA VERDER
Buying a picture frame
Saturday afternoon. We are in Leiderdorp, and my girlfriend suggests going to the discount store around the corner. The bustle in the store is reminiscent of the bustle in Oxford Street just before Christmas. There is even a queue for the shopping carts.GA VERDER
Customer friendly banking
I suddenly realize I still must withdraw money. A little further on, there is a bank office. The ATMs on the street are gone. I have to go inside.
When I walk into the bank, I see that the interior has been redone. It now looks more like a designer furniture showroom than a bank.GA VERDER
A Cure for Corporate Deafness - 7 Steps to Closed-Loop Feedback
In addition to asking customers for feedback, it is just as important to do something with that customer feedback. Let’s take a look at the 7 steps in the closed-loop feedback process:GA VERDER
The Customer Revolution
The new world order in which the customer has the ultimate power to decide about life and death, has consequences for every company. Tomorrow’s winners are those organizations that succeed in giving their customers a voice, in listening carefully to them and in tailoring their products, services, and communication to their wishes. If they succeed in making their customers feel seen and heard, these companies and their customers will enter a beautiful new world.GA VERDER