Customer Experience

Create a Customer Experience Culture

There is a profound difference between the organization that proclaims service is important and the organization that allocates the resources needed to make the customer feel important. To be competitive and dramatically improve service, every interface with the customer needs to be examined. Corporate and employee habits must change sometimes causing employee resistance. However, for the company committed to the customer, this is merely an adjustment period, and the results far outweigh a temporary period of awkwardness. A successful customer service improvement initiative will integrate into the company culture and become the new way of life.

When you hire Joan Fox to improve your customer service, the comprehensive process includes:

Assessment
Service standards development and installation
Customer experience training
Management coaching/training
Train the trainer
Accountability measures
Best Practices

Buy My Book

“The customer is the only one who matters and the only one who has ever mattered in business success.”
— Joan Fox

The Book: The Chronicles of Sir Vival: Customer Service Under Siege

The Chronicles of Sir Vival: Customer Service Under Siege is an engaging, culture changing book on the topic of customer service. Unlike most other books on this topic, The Chronicles of Sir Vival delivers its message in an easy, entertaining style while subtlety seducing the reader to make changes.

The book is endorsed by Ken Blanchard. Ken Blanchard is the author of “The One Minute Manager”, “Leading at a Higher Level”, and numerous other best-selling business books. Here is what Ken Blanchard said about “The Chronicles of Sir Vival: Customer Service Under Siege”:

“Clever, charming and insightful—this book captures the keys that will change your customer service culture forever.”

Ken BlanchardBest-Selling Author

The Chronicles of Sir Vival: Customer Service Under Siege is the book that has been missing in the customer service literature of today. It simplifies and clarifies what it really takes to be a leader in service.

$19.95+ $2.00 shipping & handling
Volume Discounts Available. Contact us for more information.

Why this Book is Different from Other Books on Customer Service

It is written in the popular business fable genre encouraging readership from individuals less compelled to read traditional business books.
It is entertaining. The path to learning is easier.
It contains simple truths that when put to work make huge differences in service culture.
It can be used to begin discussions in organizations from the top down.
There is a discussion guide in the back of the book to jump start your path to a better customer service culture.

Keynote: Forget Customer Satisfaction

Customer satisfaction will not grow your business. It will merely allow you to stay in business. After decades of books, seminars, strategic objectives, best practices, and declarations of a new “focus on the customer” from CEOs across the globe, the customer experience in general still stinks. How can this be? And why have businesses failed to consistently secure the loyalty of their customers?

In this hard hitting and stimulating session, Joan Fox will not only challenge your thinking; she will help you identify the critical components of a reliable system to plug the significant profit leak cause by average service.

Keynote: Are You Creating or Killing Customer Loyalty?

In the light of business dynamics, Joan Fox presents what it really takes to succeed with customers. Everyone talks about customer satisfaction. However, the reality is that customer satisfaction is not a good goal. Loyalty is what you want. Loyalty drives profit, growth, and brand reputation.

In this presentation, you will learn the five most common “killers” of customer loyalty and more importantly discover the top five organizational behaviors that create the loyalty phenomenon.

Price is what you pay. Value is what you get. This presentation delivers great value.