CX Archives

How to Communicate with Difficult Customers: Powerful Phrases Series

by Karin Hurt and David Dye | Jul 3, 2023 | By Karin Hurt and David Dye | 0 comments

When Dealing with Difficult Customers, Show Up as an Empathetic Expert Most of the time we write about human-centered leadership, but the challenges of dealing with difficult customers came up so frequently in our World Workplace Conflict and Collaboration Research,...

Improve Your Customer Service Experience (TV Video Interview with Shep Hyken)

by Karin Hurt | Nov 19, 2021 | Asking For a Friend Featured | 0 comments

If you want to improve your customer service experience (CX), start with culture. This week, we interrupt our regularly scheduled “Asking for a Friend Series” to feature this important interview with Shep Hyken on Be Amazing or Go Home TV, about how to...

A Remarkably Easy Way to Get Better Customer Feedback

by Karin Hurt | Apr 17, 2019 | By Karin Hurt, Courageous Cultures, Customer Service, Winning Well | 0 comments

Do you have a good way to tap into the customer feedback your employees are hearing every day? Are your frontline employees trained and equipt to be true customer advocates? Do they feel like their voice is being heard? If you’ve been following our blog for a...

How to Build a More Empathetic, Customer-Focused Team

by Karin Hurt | Jun 20, 2017 | By Karin Hurt, Customer Service | 0 comments

Improve Your Customer Experience by Building More Empathetic Teams When you call customer service you want to know 2 things: (1) Does the person who picked up your call care about you and your issue? and (2) Are they capable of fixing it? In short, have you reached...