CX-WISE PODCAST
Peeking into CX Leaders’ Experiences
Listen now & win a copy of Howard’s latest book!
CX Diaries
Heart-warming customer service stories to inspire you
Jackie's
story
Susan's
story
Stacy's
story
It was lovely to see how an act of kindness moved my customer—and the entire department.”
Ronald,
Customer Support Agent, Canada
In the early 2000s, Ronald (name changed) was working at a Canadian telecom company, helping a customer resolve an issue. While on the phone, the customer mentioned how much her autistic son loved watching the holiday fireplace channel on TV—and that it upset him when it was taken off the air at the end of the holiday season.
Ronald was touched by the story and made it his mission to get a recording of the channel for the customer's son. After working around the company’s systems and protocols over a couple of days, he was finally able to burn a DVD of the recording and mail it to the customer.
The customer was equally touched by Ronald’s gesture, sending him a heartfelt letter of thanks. And though his act of kindness wasn’t an entirely efficient use of company time, his manager was moved, too. They even shared the story at the company's leadership meeting—and moved other employees to tears in the process.
It was lovely to see how an act of kindness moved my customer—and the entire department.”
Ronald,
Customer Support Agent, Canada
In the early 2000s, Ronald (name changed) was working at a Canadian telecom company, helping a customer resolve an issue. While on the phone, the customer mentioned how much her autistic son loved watching the holiday fireplace channel on TV—and that it upset him when it was taken off the air at the end of the holiday season.
Ronald was touched by the story and made it his mission to get a recording of the channel for the customer's son. After working around the company’s systems and protocols over a couple of days, he was finally able to burn a DVD of the recording and mail it to the customer.
The customer was equally touched by Ronald’s gesture, sending him a heartfelt letter of thanks. And though his act of kindness wasn’t an entirely efficient use of company time, his manager was moved, too. They even shared the story at the company's leadership meeting—and moved other employees to tears in the process.
Words to the Wise
Practical advice from the best in the biz.
How do you amaze a customer?
It’s not about going over the top and blowing them away with the most incredible service they've ever had. It’s impossible to do that every time a customer reaches out.
Instead, just do what's expected. When you do what the customer expects, consistently and predictably, they’ll be amazed by your service. This doesn’t mean you need to overhaul your CX approach. Making small improvements is enough. Being better than average is enough.
Words to the Wise
Practical advice from the best in the biz.
How do you amaze a customer?
It’s not about going over the top and blowing them away with the most incredible service they've ever had. It’s impossible to do that every time a customer reaches out.
Instead, just do what's expected. When you do what the customer expects, consistently and predictably, they’ll be amazed by your service. This doesn’t mean you need to overhaul your CX approach. Making small improvements is enough. Being better than average is enough.
CX Simplified
Resources to fastrack your CX career growth
Demystifying conversational AI to build efficient chatbots
Step into the future with AI chatbots, your secret tool for round-the-clock, personalized service. Learn the tricks of crafting engaging conversations, tailoring high end experiences and ensuring user delight with smooth navigation.
Future-proof your contact centers in an economic downturn
Outsmart adversity, don't just endure! Amid potential downturns, let your brand leap with resilient contact centers. Our guide, in collaboration with CCW Digital, lays the roadmap to future-proof your contact centers against market fluctuations.
9 customer service objectives every manager must achieve
Ready to level up your customer service game? Say goodbye to outdated approaches and hello to the extraordinary! Discover 9 must-achieve objectives that'll make your brand shine, leaving customers craving more.