I'm proud to be nominated for the Contact Center World.com Industry Champion Awards for 2025! www.contactcenterworld.com/icv.aspx?nm=... #contactcenter #customerservice #customerexperience #custserv #custexp #cx

The Rule of Three QUI QUOTES to deliver the World's Best #CustomerExperience. 👇 The “World’s Best” #CX is not as “the World” sees it, but as one customer personally FEELS it. To them, it's their "World's Best." Why only three? Because nobody can remember #4. #customerservice #custserv #custexp

The Rule of Three QUI Principles to Deliver the World’s Best Customer Experience. 1. Be the Customer. 2. Create Their Experience. 3. Be Magnificently Boring! and Be Magnificently Boring to CARE! #customerservice #customerexperience #custserv #custexp #cx

QUI QUOTE: To a complaining customer, you are not the representative of the company. You ARE the company. So own it. Be the CEO of the Moment. Take it personally. Take it professionally. Take it responsibly. Just don’t take it home. #customerservice #customerexperience #custserv #custexp #cx

QUI TAKEAWAY: Future-proof the Future of the #CustomerExperience. In addition to asking, “What happened?” to your ppl serving customers, ask your TEA humanoids, “What if?” Exceeding the expectations of current customer needs & innovating future potential customer wants will maximize the ROI of #CX.

QUI QUOTE Customer loyalty to a company starts w/ the company’s loyalty to its people. QUI TAKEAWAY Focus on creating a GREAT experience for your people first, and they will do the same for customers. #customerservice #customerexperience #customerloyalty #employeeexperience #custserv #custexp #cx

The QUI Rule of the Top Three Reasons Why Customers Hate Your #CustomerService. Why only 3? Because nobody can remember #4.🤔 1. Not living up to your promises. 2. An attitude of indifference among your employees. 3. Not saying “Thank you.” Instead, serve to WOW them! Serve to CARE. #custserv #cx

QUI TAKEAWAY: It's essential to model a "life balance" by striking a balance between work & personal & social activities, rest, proper nutrition, & adequate sleep. Revolutionary today, but soon "life balance" & work will be "business as usual." #leadership #employeeengagement #employeeexperience

THE QUI RULE OF THREE CUSTOMER SERVICE #LEADERSHIP QUESTIONS: (Why only three? Because nobody can remember Number Four) "What are you hearing from our customers?" "What can I do to help?" “What if?” #customerservice #customerexperience #employeeengagement #employeeexperience #custserv #custexp #cx

QUI TAKEAWAY: The very best emotional value in your customers’ experiences is in your personalized interactions with them, not their “cash or credit” transactions with you. QUI QUOTE: Think RELATIONSHIPS or Go Broke. Literally. ##customerservice #customerexperience #custserv #custexp #cx

QUI TAKEAWAY: Be the Customer. Don’t think like the persona of all customers. Feel like the one customer you are serving right at that moment. And when you are serving that customer, don’t be just good. Be GREAT out there! #customerservice #customerexperience #custserv #custexp #cx

QUI #CUSTSERV FORBIDDEN PHRASE: “This is my first time,” or “I’m new here.” Be the customer. If you’re going to pay with your money, do you want to be served by a rookie? PROPER: Don’t use these phrases. The customer seeks a GREAT experience, and you want to give it to them as best you can. #cx

THE RULE OF 3 STEPS OF CX SUCCESS: Select for passion. Educate with CARE. Empower for excellence. QUI TAKEAWAY: Don’t hire & train your people on good #customerservice. Instead, select people with PASSION. Educate them with customer CARE. EMPOWER them to be GREAT out there! #custserv #custexp #cx

TODAY’S QUI TAKEAWAY: Loyalty Points are a marketing ploy to offer incentives to customers for returning. Customer loyalty is not earned by giving points to customers for making purchases from you. It’s about delivering service so GREAT that you don’t need to. #custserv #custexp #cx

BUSINESS LEADERS’ QUI FORBIDDEN PHRASE: “We’ve always done it that way.” Business competitors would say to their people, “Well, if they’ve already done it that way, then we’ll just do a little better to WOW their customers with us.” #customerservice #customerexperience #custserv #custexp #cx

QUI #CUSTOMERSERVICE FORBIDDEN PHRASE: Frontline You may reasonably think your customer service people are the frontline because they are front and center with customers. However, customers emotionally feel that they are "doing battle" with the #custserv “frontline.” #custexp #cx

QUI TAKEAWAY: “People need to be reminded more often than they need to be instructed.” TODAY'S QUI QUOTE: GREAT customer CARE is never about what YOU THINK you did. It’s about how happy YOUR CUSTOMERS FEEL because of what you did. #CX is NEVER about you. It’s ALWAYS about them #custserv #custexp

QUI TAKEAWAY: “People need to be reminded more often than they need to be instructed.” I encourage you to remind yourself: TODAY’S QUI REMINDER: You can't even begin to satisfy customers until you remove all the potential sources of dissatisfaction. Start there first. #custserv #custexp #cx

The Rule of THREE QUI TAKEAWAYS of Customer CARE and CX 1. Customers pay for their experience, not your product or service. 2. Think RELATIONSHIPS or Go Broke. Literally. 3. Being Magnificently Boring! #customerservice #customerexperience #custserv #custexp #cx

The QUI Rule of Three Worst Forbidden Phrases: Why only three? Because nobody can remember Number Four. Third Worst: "There's nothing I can do." Or "I can't help you." Second Worst: "You're wrong." And THE Worst Forbidden Phrase: "Calm down." #customerservice #customerexperience #custserv #cx

QUI BUSINESS LEADERS’ QUESTION: “We have the best employee wages and benefits among our competitors. Isn’t that good enough?” QUI ANSWER: “If the only thing your employees get out of their job is a paycheck, you, as leaders, have failed.” #employeeexperience #employeeengagement

QUI TAKEAWAY: "Life balance." Instead of prioritizing a work-life balance, set the tone for a work culture that models “life balance.” Revolutionary today. But soon, no more “work-life balance”. It’s ALL about a person's “life balance.” “Work” is simply “business as usual.” #employeeexperience

QUI CUSTOMER SERVICE FORBIDDEN PHRASE: “I don’t know.” Be your customer. When you hear, “I don't know,” what you feel they say is, “I don’t know. This company always keeps me in the dark.” PROPER PHRASE: “That’s a great question. Let me find out for you.” #customerservice #custserv #custexp #cx

QUI CUSTOMER SERVICE FORBIDDEN PHRASE: “That’s not my job.” Be the customer. “Well, it looks like you work here. Why isn’t it your job, and why don’t you find the person who does?” PROPER PHRASE: “That’s a great question. Let me find out for you.” #customerservice #custserv #custexp #cx

QUI TAKEAWAY: You know you have customer CARE right when your customers don’t tell others what they bought. They tell others who they bought it from. Don’t be just good. Be GREAT out there!#customerservice #customerservice #customerexperience #custserv #custexp #cx

QUI TAKEAWAY: English writer Samuel Johnson said, “People need to be reminded more often than they need to be instructed.” TODAY’S QUI REMINDER: Your responsibility as a business leader is not to build your #business. It’s to develop their people. #custserv #custexp #cx #employeeengagement

QUI TAKEAWAY: Future-proof CX. Ask "What happened?" to your people after they’ve engaged with customers. Then ask your agentic #AI bot, "What if?" Exceeding the expectations of current customer needs & innovating future potential customer wants will maximize the ROI of #CX. #custserv #custexp

QUI TAKEAWAY: English writer Samuel Johnson said, “People need to be reminded more often than they need to be instructed.” TODAY’S QUI REMINDER: Let's not just serve to satisfy our customers. Let's WOW them! Let's not be just good. Let's be GREAT out there! #customerservice #custserv #custexp #cx

QUI TAKEAWAY: When customers complain, they don't complain about the price. They complain about the best emotional value of their #custexp for the price that you are asking them to pay. On the other hand, customers will pay for the best value in their #cx, regardless of the price. #custserv

QUI TAKEAWAY: #Marketing is not the oxygen of businesses. Customer CARE is. Marketing is not you advertising to customers about how good you are. It’s your customers raving to others about how great you are. QUI QUOTE: The oxygen of businesses is customer CARE. #custserv #custexp #cx #marketing

QUI TAKEAWAY: Instead of "Hire for attitude, not aptitude" or “Hire for personality, train for skills”, remind yourself when you recruit to Select for passion over past performance. #customerservice #customerexperience #employeeengagement #employeeexperience #custserv #custexp #cx

QUI QUESTION: Customer service is a performance art. Are you Oscar worthy? QUI TAKEAWAY: When it comes to your customer service and their customer experience, Don’t be just good. Be GREAT out there! #customerservice #employeeexperience #custserv #custexp #cx

QUI TAKEAWAY: Customer CARE excellence training is not just a "Day One and Done" kind of thing. Learning about customer CARE cannot be viewed as a one-time event, but must be seen as an ongoing, frequent, interactive, and educational process. #customerservice #employeeexperience #custserv #cx

QUI TAKEAWAY: Spend as much money on your Customer CARE team to retain customers as you do to find them. Perhaps even more. #customerservice #employeeengagement #employeeexperience #custserv #custexp #cx

QUI TAKEAWAY: The best value to your customers is not their "cash or credit" sales transactions with you, but rather your personalized interactions with them. Think RELATIONSHIPS or Go Broke. Literally. #customerservice #customerexperience #custserv #custexp #cx

QUI TAKEAWAY: To earn customer loyalty, don’t get inside their heads. Get inside their hearts. Create an emotional connection. #customerservice #customerexperience #custserv #custexp #cx

QUI #CUSTSERV FORBIDDEN PHRASE: "Okay." The customer, as a parent, asks their 16-year-old, “You’re going to be home by midnight, right?” The teen says, “Okay." What do you think the parents are thinking? Maybe. Maybe not. PROPER: “Certainly.” Their #cx is not just “okay." It's certainly GREAT!

QUI CUSTOMER SERVICE FORBIDDEN PHRASE: “I’m in training.” Be the customer. The customer is paying for their experience, not your service. When you say you're in training, your service is a poor value for their experience. PROPER PHRASE: Simply do not use this phrase. #custserv #custexp #cx

QUI #CUSTOMERSERVICE FORBIDDEN PHRASE: “Our policy is …” Be the customer. Your customer is hearing you say, “What I am about to tell you will cover us. You’re simply not going to like it. But that’s your problem.” PROPER PHRASE: Explain what the policy is, but don’t use the word “policy.” #cx

QUI CUSTOMER SERVICE FORBIDDEN PHRASE: “I think …” or “I believe …” “What time does the mall open on Sunday?” “I think 11 a.m.” Here is what the customer is hearing you say: “I have no clue, but here is my best guess…“ PROPER PHRASE: “That’s a GREAT question. Let me find out for you.” #custserv

QUI #CUSTSERV FORBIDDEN PHRASE: “That happens all the time.” For example, “The hotel key you just gave me doesn’t work on my door.” “Oh, that happens all the time.” Here's what the customer wants to ask: “Well, if it happens ALL the time here, why don’t you FIX it?” PROPER PHRASE: “I apologize.”

QUI CUSTOMER SERVICE FORBIDDEN PHRASE: “To be honest with you …” What is your customer thinking? “… because I lie to you the rest of the time.” PROPER: Simply do not use any of these phrases. You’re not lying to him because you haven’t said anything. #custserv

QUI CUSTOMER SERVICE FORBIDDEN PHRASE: “You’ll have to go to (call) …” The customer pays for his experience, not yours. He doesn’t HAVE TO do anything. PROPER: It is best to say, “Let me walk you to (call) …” and do it quickly. #customerservice #custserv #custexp #cx

QUI CUSTOMER SERVICE FORBIDDEN PHRASE: “No problem.” When you say, “No problem,” your customer could be feeling you say, “Of the two of us, I am the STAR of the show. Your problem is so small that it’s no problem TO ME. PROPER PHRASE: “You’re very welcome.

QUI TAKEAWAY: Do more than serve 2 satisfy your customers. Make them happy. Personalize your interaction 2 emotionally bond them 2 you. Good #custserv is having a smile on your face. GREAT customer CARE is having a smile on your customers’ faces. Don’t be just good. Be GREAT out there! #custexp

QUI TAKEAWAY: Doctors & nurses don’t serve their ailing patients. They care. So, shouldn't Customer Service be Customer Care? Even better, promote contact center & #custserv representatives to be Customer CARE teams. With CARE, the teams won't be just good. They’ll be GREAT out there! #custexp #cx

QUI TAKEAWAY: Samuel Johnson said, “People need to be reminded more often than they need to be instructed.” So, today, I encourage you to remind yourself & your colleagues about: TODAY’S QUI REMINDER: Let's not just serve to satisfy our customers. Let's WOW them! Let's be GREAT out there! #custserv

QUI TAKEAWAY: Customers seek the best emotional value in their entire experience, not the minutiae of your logically reasonable best price, product, or service. QUI QUOTE: Real customer loyalty is built on their high emotional value, not your low transactional price. #custserv #custexp #cx

QUI TAKEAWAY: If you want to drive customer loyalty, don't just attend several customer service training classes. Instead, participate in continuous CARE education. QUI QUOTE: Learning about customer CARE should not be seen as an event but rather as a process #customerservice #custserv #training

QUI TAKEAWAY: In today’s fast-paced world, customers seek a #cx that is quick, easy, & costs less. Whether the company offers #custserv by a human, an AI bot, or human customer support w/ a ratio of #AI doesn’t matter to customers. All that matters is that they “feel” they’re having a WOW #custexp.