Yanique Grant

Customer experience design is not about scripting your people, or prescribing exact behaviors at every point. It’s about creating the right environment, with the right ‘back-stage’ support and technology and then enabling your people to facilitate an experience that will be valued by your customers. There is a concept called ‘Loose/Tight’. Most organizations are very […]

WOW is such a short, simple word, but it really encompasses a lot of things. To WOW, you must differentiate yourself, which means doing something a little unconventional and innovative. You must do something that’s above and beyond what’s expected. And whatever you do must have an emotional impact on the receiver. You are not

Customer complaints are inevitable in Customer Service, technology might fail, a overlooked issue might rear its head, there’s bound to be one problem or the other. The complaining customer represents a huge opportunity for more business. Here are 5 types of Complainers & How to Respond: The Meek Customer – Generally, will not complain. Response:

Empathy is the art of seeing the world as someone else sees it. When you have empathy, it means you can understand what a person is feeling in a given moment, and understand why other people’s actions made sense to them. Without empathy and focus, you’ll never be able to communicate effectively and relate well