by Christa Heibel | Oct 30, 2019 | Culture, Customer Experience
Providing great customer service is no easy feat. Mess up and your company is in for a wide scale public criticism. Just take a look at the companies below. Here, we round up three customer service horror stories that are so bad it feels like a scene from your worst...
by Christa Heibel | Oct 2, 2019 | Culture, Customer Experience, Employee Relations
In a Forbes article entitled “How Important Is Customer Service To Success In Business?”, it is noted that “Seven in 10 U.S. consumers say they’ve spent more money to do business with a company that delivers great service.” This highlights the significance of customer...
by Christa Heibel | Aug 28, 2019 | Culture, Customer Experience, Sales & Marketing
In a business environment, a service culture focuses on providing an exceptional customer experience, while a sales culture concentrates on efficiency and sales for the business. These two areas need to be balanced in an organization, since one particular area, such...
by Christa Heibel | Aug 14, 2019 | Culture, Employee Relations
The Millennial demographic, which consists of people who were born in the 1980s or 1990s, has grown up with and adapted to many online technological changes. This includes phone apps, social media channels, and online marketing and shopping. So it is no surprise that...
by Christa Heibel | May 22, 2019 | Business Practices, Call Center Operations, CSAT, Culture, Customer Experience, Technology, Training & Development
Coming into the half way mark of 2019, I thought it would be the perfect time to look into some of the current trends in the contact center industry and what we can expect going forward. If you’ve been following the CHCG blog, you know that much of our focus is on...
by Christa Heibel | Apr 22, 2019 | Christa Heibel, CSAT, Culture, Customer Experience
The traditional Customer Experience Management (CEM) model could soon become a thing of the past. I’m seeing more and more companies willing to grab the bull by the horns and try out innovative approaches for staying ahead of the pack. There’s an increasing focus on...
