Tag Archives: Laura Sikorski



What is CX Management?

Multifaceted approach to:

  • —  Become more customer driven
  • —  Increase customer loyalty
  • —  Ultimately improve business performance

Use technology to:

  • —  Integrate departments and functions
  • —  Manage and measure the entire relationship
  • —  Include all functions from initial contact to delivery

Your customers should get accurate and courteous services from the first person they interact with without needing to contact or be transferred to anyone else and they expect:

  • Personalized service
  • To do business at any time and on their terms
  • Raised standards of service
  • Product innovation
  • Customer intimacy
  • Operational excellence

Your staff should have quick access to information and the authority to make decisions so that they can address your customers needs and concerns.


SIKORSKI’S THINK ABOUTS Blog 10/6/14: The CX Affect

Complaints should be profitable.

95% of your customers will NOT complain; however, the remaining 5% get MAD or get EVEN.

  • Customers that get MAD
    • —Are 2 times as likely to buy again if they speak up
    • —Are 6 times as likely to buy again if their problems are solved
    • —Are 9 times as likely to buy again if their problems are solved quickly and professionally
  • Customers that get EVEN
    • Are UNHAPPY and will tell 10 to 12 others about it
    • If they use Social Media it can reach 150,000+

Be sure your staff is empowered and has the products/services knowledge to change a dissatisfied customer into a happy customer.  Remember, you all want customers who will keep buying from your company and sharing with others how great you are!

“Customer Loyalty” is indeed the “CX Affect” you need to strive for.

Sikorski’s Think Abouts BLOG 9/28/14: Customer Service vs. Customer Experience

Customer Service (CS) is what you do for your customers at a specific time to help with an issue

  • —Poor CS almost guarantees that the next time your customer has a need, they’ll look elsewhere

Customer Experience (CX) is how your customers feel about you and your brand (Service and Products)

  • —Really helping customers and delivering a positive experience will create customer loyalty
  • —It costs 7 times more to attract a new customer than to retain an existing customer

Every industry is now realizing that customers are becoming more and more dissatisfied due to:

  • Inconsistent cross-channel experiences
  • Reactive rather than proactive CS
  • One-size-fits all mentality
  • Inefficient technology interactions
  • Lack of easy access to a “human”

My advice, “Think like a Customer” when developing/updating customer programs and services, websites, FAQs and voice recorded self-service Press “x” options.

Leadership + Empowerment = Great Customer Experience


We discussed: Remembering Your Journey, Tenets, What Should You Be, How to Create a New Leader, What Is Empowerment, How Do You Start Empowering Your Staff and How Empowerment Motivates.  Our “Ask Laura” question was about motivating senior staff.  The voice and video may be out of sync on your computer and for that we apologize.  Next week our guest is Mike Conti, Call Center Technologist.  We will be discussing technology solutions that you should be “thinking about” to satisfy your customers.  Thank you for watching and sharing!  L