Brendan Thatcher’s Post

🌞 Summer Insights: Enhancing Your Customer Experience Team 🌞 Summer offers a golden opportunity to enhance your customer experience team's capabilities. Here’s a quick summary of enhancement opportunities we gathered from a great article. Link to the full article below! | Optimizing Your Workforce |  Use the quieter summer months for strategic training and ramping up hiring. This is the ideal time to prepare new agents and strengthen existing team skills, setting the stage for excellent customer service and a stronger Fall season. | Analyzing KPIs |  Dive deep into CSAT (customer satisfaction scores) and VOC (voice of the customer) to understand customer needs and refine your strategies. Make sure your team is flagging calls for review and tagging them with metadata so you are feeding your analytics system. Summer downtime can give you the perfect opportunity to analyze historical data and work on backlogged tasks. | Improving Workflow Processes |   Review and revamp your workflow by integrating new tools and eliminating outdated processes. This not only boosts efficiency but also prepares your team for upcoming challenges. How will you leverage the summer to build a stronger, more responsive customer experience team? Comment below. Read more in the full article:  https://lnkd.in/exHhtWcV #CustomerExperience #Leadership #OperationalExcellence #CustomerService

Customer Service Week earlier this month got me thinking about how work culture sets you apart in an industry. Investing in your team's happiness isn't just a feel-good act . . . it's a game-changer for customer experience, marketing, and #recruiting. 🛍 Take Shipt, Freshly, and Chewy, for instance. They've aced it in their industries by prioritizing their people. Engaged, happy employees lead to exceptional customer interactions. #customerservice #customersuccess

I'm obsessed with customer (and employee) experiences. But not in the way you might think. When I visit a store or a website, my brain starts processing mapping versions of how things could be if they just did this... or that. It's like if you're a rugby coach - you can't enjoy a game on the weekend like a typical spectator because your mind is analysing how the team could have played differently. Or if you work in performance arts, you think of the effort that went into making the show you're watching, or why they chose that music for that particular scene. As a customer myself I can't help do that too! Ironically, both process analysis and customer service involve problem-solving for someone. #customerservice aims to provide efficient and effective support to customers. #processanalysis aims to make operations more efficient and effective, which can directly impact the quality of customer experience. Perhaps this is why it takes me forever to do my shopping - I'm jobbing while shopping. HAHA!

We all understand the vital role customer perspective plays in developing a product. For founders, especially in niche markets, approaching customers can seem overwhelming. This task is even more daunting for introverts, hindered by imagined barriers to seeking candid feedback. Having navigated (or still navigating through) this cycle myself, I can assure you it's not as intimidating as it seems. When approached with genuine intent, people are often willing to provide valuable insights. The richness of diverse perspectives obtained from these interactions is truly remarkable. If you're facing similar challenges, remember: there's a wealth of goodwill and expertise waiting to be tapped into. Don't hesitate to reach out – the support and knowledge you'll gain might just exceed your expectations. #customerfirst #buildforcustomer #buildwithcustomer #productbuilders

What does a 'good' customer experience look like for you? On a service level, feeling our needs are met, and we are heard and valued all contribute to a positive experience. The goal is to leave a positive and lasting experience, although unfortunately, from a psychological perspective, due to human negativity bias, individuals are more likely to remember a terrible encounter than a good one! In my perspective, one important example is communication! This could be as simple as a timely response or updates regarding the progress of a job, changes concerning the client I represent, or even the communication of a rejection. How do you define a 'good' customer experience? #communication #techcommunity #tuesdaythoughts #recruitment #customerexperience

☀️☀️**Top 5 Books Every Customer Service Professional Should Read** To excel in customer service, continuous learning is essential. Here are my top 5 book recommendations for anyone looking to enhance their customer service skills: 📌”Delivering Happiness" by Tony Hsieh: Learn how Zappos built a customer-centric culture that drives happiness and success. 📌"The Effortless Experience" by Matthew Dixon, Nick Toman, and Rick DeLisi: Discover why reducing customer effort is key to loyalty and how to create effortless customer experiences. 📌"Hug Your Haters" by Jay Baer: Understand the importance of embracing complaints and turning negative feedback into positive outcomes. 📌"The Customer Rules" by Lee Cockerell: Gain practical tips from a Disney executive on delivering exceptional customer service. 📌"Be Our Guest" by The Disney Institute and Theodore Kinni: Explore Disney's customer service secrets and how to apply them to your organization. Happy reading! What books have you found helpful in your customer service journey? Share your recommendations in the comments! I am your certified customer relationship manager Okpara Valentina #CustomerService #ProfessionalDevelopment #ReadingList #CustomerExperience #ContinuousLearning #opentowork #20dayexperiencewithmmesoma #thegeekdesigner ---

New Chapter Alert: Leveraging Customer Service Expertise for Next-Level Impact! After over a decade of delivering top-notch customer experiences in the tech and telecom industries, I am excited to announce that I AM OPEN TO NEW OPPORTUNITIES! My customer service journey has been a remarkable one, with a diverse range of experiences that I have honed my skills in: • Inbound Customer Support: Resolving complex issues with empathy and precision. • Backend Operations: Ensuring data integrity and quality assurance with precision. • Customer Satisfaction and Retention: Crafting loyalty programs and ensuring seamless experiences. • Technical Support and Troubleshooting: Resolving complex issues with precision and empathy. • Team Leadership and Training: Mentoring high-performing teams and developing talent. • Process Improvement and Optimization: Streamlining operations and enhancing efficiency. But that's not all - My academic background in Business Administration with a specialization in Artificial Intelligence from Nexford University has given me a unique edge in understanding the intersection of technology and human-centric approaches. Also, what drives me is more than just technical expertise - it's a passion for delivering exceptional customer experiences that drive business growth and build lasting relationships. I'm dedicated to: • Developing customer-centric strategies that propel business success. • Fostering collaborative environments that encourage innovation and growth. • Mentoring teams to reach their full potential and deliver outstanding results. • Crafting processes that drive efficiency and employee engagement. • Developing training programs that foster growth and development. If you know of any opportunities that align with my unique blend of customer-centricity and technical knowledge and/or you're looking for a dedicated Customer Service Professional or Customer Success Specialist who can bring value to your organization, let's connect and explore how I can drive success in your organization. Feel free to share this post with your network, and let's make some meaningful connections. Let's leverage my skills to build a workplace culture that prioritizes empathy, innovation, and collaboration. #customerservice #techindustry #telecom #jobsearch #newchapter #careergrowth #customercentricity #leadership #innovation #operationsandperformance

While reading Empowered by Marty Cagan & Chris Jones, something that really struck a chord with me were my learnings about customer centricity. First, the author talks about how it is common for a product person to consider that they have different customers where they assume multiple business stakeholders to also be customers and confuse between the two. 🚫 Second, this practice of considering various business stakeholders as customers dilutes the role of the real customer. 🤔 Third, the author mentions that for the product teams and product people to be in-sync with the company’s customers, they can have a minimum of 3 one hour customer interactions and share their learnings and stories widely across teams and the company. This helps product folks to develop a deep personal knowledge about the company’s users and customers. 👩💻 Lastly, I re-learnt that my job as a product person is not to ask customers what to build, rather it is about placing importance on innovating on behalf of them. This can be practiced by learning about user behavior and pain points through various qualitative and quantitative ways by avoiding leading questions! 💡 Would you consider talking to your customer once a week? Thoughts? Would love to know how product teams function in your firms. Comment down below! #productmanagement #customerexperience #customercentricity #openfornewopportunities #opentowork #empowered

Hey everyone, I wanted to say hello and share a bit about what drives me in my career!. I’m genuinely passionate about creating amazing customer experiences and harnessing the power of data to make those experiences even better. Currently, as a Service Support Manager, I get to dive deep into analytics, customer feedback, and research to uncover what truly matters to our customers. It's like solving a puzzle where each piece of data reveals ways to enhance satisfaction and make their journey smoother. Some areas I'm neck-deep in include : 🔍 Listening to the Voice of the Customer through surveys, feedback reviews, and mapping their journey to understand their needs better. 📊 Turning complex data into compelling visuals and actionable insights that tell stories and guide decisions. 📞 Digging into service analytics, mining data from calls, tickets, and conversations to predict and improve service patterns. Through my role, I aim to craft seamless and emotionally resonant experiences by implementing data-driven changes that continuously elevate service. I'm thrilled to connect with others who share this passion for user-centric thinking! If you ever want to dive into strategies for enhancing CX, I'm all ears. #CustomerExperience #ServiceOptimization #Innovation#BusinessLeadership

I can't stand post-departure criticism ❌ . . . One big challenge (opportunity) in customer experience and customer success programs is that they need continuous adaptation. When taking on a new role or position related to #cx and CS, it is crucial to respect and acknowledge the efforts and strategies implemented by our predecessor. Just because there might be new tasks or changes to be made doesn't necessarily mean that the previous approach or efforts were inadequate or of low quality. We can adopt a respectful approach to building new initiatives, or build upon existing ones. Btw this principle applies to ourselves as well; when we need to make changes, we should be kind to ourselves, recognizing that what we previously built is great and just needs to evolve. What do you think? #inspire #customerexperience #customersuccess #companyculture