The Retail Customer Connection

From Richard Shapiro, By Richard Shapiro

The new “buzz” is all about the emotional connection in customer service. Companies should be focused on creating and building relationships. By forming a human bond, your organization will not only have a volume of happy customers, but customers who need, want you, and will return.

Banking on Kindness: How One Phone Rep Went Above and Beyond the Call

From Good News Network, By Robert Wallace

Ellen and Bob Wallace have built a strong marriage over 41 yrs. Not only have they raised children together, they have worked side by side seven days a week to build a business. This is a great story about the connection that an employee, and therefore the company, can have with a customer.

Unfriendly Signs Are Bad For Business

From Toister Performance Solutions, By Jeff Toister

Think before you make the rule – or post a sign – that will impact all of your customers, just because one or two people abuse the system or try and take advantage of you.

Southwest Airlines Did Something AMAZING for This Mom’s Son Who Slipped Into a Coma

From Young Conservatives, By Michael Cantrell

In an industry that is constantly frustrating their customers (passengers) with marginal levels of customer service and failed experiences due to late flights (which may be due to mechanical issues with the planes, weather problems and more), Southwest, continuously proves to be a role model for other airlines to look up to.

How Customer Experience Expertise Can Lead To More Humane Workplaces

From Fast Company, By Augusta Meill

There is a movement for a more equitable workplace, and customer experience firms are uniquely positioned to help drive this change.