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Make the Time to Create Positive Customer Experiences
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Jonathan_Camhi
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Jonathan_Camhi,
User Rank: Author
6/18/2014 | 6:14:40 PM
re: Make the Time to Create Positive Customer Experiences
Thank you for your comment. I completely agree. As customer service shifts from conducting transactions to more complex interactions, and from the physical space to the digital, investing in employee training will be needed to meet customer expectations in the future.
Kelly22
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Kelly22,
User Rank: Author
6/16/2014 | 7:57:51 PM
re: Make the Time to Create Positive Customer Experiences
Agreed, Shep. I was surprised by the lack of coaching reported in that Ventana report. The more training employees receive, the better experience they will be able to deliver to their customers. You're right, it applies across all industries.
Shep Hyken
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Shep Hyken,
User Rank: Apprentice
6/16/2014 | 2:13:43 AM
re: Make the Time to Create Positive Customer Experiences
Even though this article is written in a financial services, this article shares a great approach for just about any business in any industry. When I first read the title I thought it was about taking extra time with the customer. No, instead it was about taking extra time with employees, which is even more important. The customer service experience starts on the inside with people. Take time to train, mentor, coach, give feedback and more. To put it in financial terms, it pays dividends and has a high ROI.


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