USAA and Publix Top 2016 Temkin Customer Service Ratings

Experience Matters

USAA earned the highest score in the 2016 Temkin Customer Service Ratings for the fourth year in a row. These Ratings evaluate the customer service of 277 companies across 20 industries based on a study of 10,000 U.S. 2016 Temkin Ratings Customer experience customer serviceconsumers (see.pdf with full list of companies). You can see all of the company data on the Temkin Ratings website. […].

Delivering Powerful Customer Service!

Wired and Dangerous

Customers have changed! Research shows their expectations for customer service have increased 60% in the last 12 months. And 76% of customers say that the level of customer service you provide is the true test of how much your organization values them!

3 Themes for National Customer Service Week 2016

Customers That Stick

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What 1000 Consumers Say About Bad Customer Service


5: Is it too late to win the customer back? What you can do to rectify bad customer service. We wanted to test word of mouth marketing to see if it could be used to rectify a customer’s bad experience. At Kayako, we help our customers get better at customer service.

The Subtle Differences Between Customer Support and Customer Service


The term ‘customer service’ evokes nostalgia for sales clerks in long aprons in country town emporiums. Some see it as the old-fashioned version of customer support. Many people can’t distinguish between terms ‘customer support’ and ‘customer service’.

Time for a Customer Service Makeover?

Who's Your Gladys?

Does your customer service need a makeover? Even in high-end service environments, a seemingly tiny disconnect between a customer and a service provider can cause a customer to walk away from your business. The post Time for a Customer Service Makeover?

Make Customer Service a Habit -

Kristina Evey

Make Customer Service a Habit. Daily actions of Customer Service are what makes a difference in the minds of the people we work with. cultural mindset Customer Experience Management Customer service good customer service

Achieve Stellar Customer Service with the Aloha Principle


Hawaiians have a reputation for delivering stellar customer service. They seem to always maintain a genuinely warm and friendly manner when dealing with their clients, making it virtually impossible to feel dissatisfied even after experiencing some sort of service failure.

The Social Media Customer Service Opportunity

NICE inContact

I was astonished that they were able to steal customers in such a public fashion, and that the airline I’ve been loyal to didn’t care to fight back to keep me or to even resolve my issue. Your customers are on social media, they’re talking about you there and they expect you to be there, too.

4 Ways to Hardwire Customer Service Success

Who's Your Gladys?

If you want to deliver strong customer service, it’s important to keep learning and improving. The post 4 Ways to Hardwire Customer Service Success appeared first on Who's Your Gladys? Customer Service

What Makes Great Customer Service Great?

Wired and Dangerous

Today’s wired and dangerous customers crave organizations that consistently deliver great service and create emotional connections with customers. Do you have people in your organization who consistently deliver great customer service?

INFOGRAPHIC: 2016 U.S. State of Customer Service

Tricia Morris

Below is a sneak peek of just a few of the survey responses from United States consumers polled as part of Microsoft’s 2016 State of Global Customer Service Report, which also includes responses from 4,000 additional consumers across Brazil, Germany, Japan and the United Kingdom.

Things to Consider About Customer Experience Going Into 2016

Michelli Experience

5 Ways Apple Proves They Really Care About Customer Service

Steve DiGioia

There’s a reason why Apple is a leader in not only technology but customer service too. They actually provide the vehicle(s) needed to service their customers’ needs. It’s not based on what Apple wants but on what their customers’ need.

2016 Customer Service Trends: The Rise of Service Talent

Tricia Morris

“If you wonder what getting and keeping the right employees has to do with getting and keeping the right customers, the answer is everything.” – Fred Reichheld, Author, Business Strategist. Understand the shortcomings of the current service workforce.

Stellar Customer Service in Fast Food

Who's Your Gladys?

Small details make a big difference in customer service and with a little extra effort, you can create a memorable experience for your customers. The post Stellar Customer Service in Fast Food appeared first on Who's Your Gladys?

6 Customer Service Facts for Every Business

Steve DiGioia

Here are my… 6 Customer Service Facts for Every Business. ~~~~~~~~~~~~~~~~~~. “ I recognize that my paycheck comes from the customers who buy my product or service. I explain more in my Customer Experience Hamburger Podcast.

Exploring Hospitality Customer Service (Video)

Customers That Stick

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Customer Support Predictions for 2016


We looked back with our best posts from the customer support community in 2015, now we’re looking forward with predictions for 2016. We’ve asked support pros from Kayako and beyond what they think the biggest trends in customer support will be in the next 12 months.

The 7 Essential Differences Between Simply Responding to Customers and Providing True Customer Service


It describes one recent personal example of disinterested client support, from which I have drawn seven learnings for everyone wanting to deliver true customer service. A longer post than usual this week, but one that will make you smile, if not laugh out loud!

Empower Your Team With A Customer Service Philosophy


Customer service is incredibly important to any business. So important, even, that by 2020, it’s projected that customer experience will overtake price and product as the key brand differentiator. So it’s safe to say that customer service is important.

INFOGRAPHIC: 2016 State of Global Customer Service

Tricia Morris

Expectations for customer service have grown over the past few years: around convenience, speed, agent knowledge and insights, and by far, around channel availability and digital transformation. The post INFOGRAPHIC: 2016 State of Global Customer Service appeared first on Parature.

Activate Your Customer Service Superpowers with Kayako and Zapier


Let’s face it: customer support is a superhero role. You make customers happy, remove roadblocks, and save the day when catastrophes arise. There are two superpowers that are essential for modern customer service: X-Ray Vision, and Telekenesis.

5 Top Customer Service Articles For the Week of October 17, 2016


Each week I read a number of customer service articles from various online resources. The Differences Between Feedback From Paying Customers vs. Free Users by Elias Torres. 80% of Customer Loyalty is Driven by These 3 Service Attributes by Adam Ramshaw.

2016 Customer Service Trends: Empowering All Employees to Serve the Customer

Tricia Morris

“Setting customer expectations at a level that is aligned with consistently deliverable levels of customer service requires that your whole staff, from product development to marketing, works in harmony with your brand image.”

5 Proven Ways Women Are Better At Customer Service

Steve DiGioia

I know this may cost me my “ man card ” but there is no way a man can compete with a woman when it comes to providing great customer service, period! We’ve all read books about how to provide great customer service. How does having patience help with customer service?

Top 30 Customer Service Books Every Team Needs to Read


Sometimes we learn important customer service skills through training, or through years of hard-earned experience. But we still want you to be able to take advantage of the books that can transform your current customer support operations. Customer Experience 3.0:

5 Top Customer Service Articles For the Week of October 31, 2016


Each week I read a number of customer service articles from various online resources. 13 Haunting Customer Service Statistics by Tricia Morris. 23 Interview Questions You Should Ask Every Customer Service Candidate by Mathew Patterson.

10 Warning Signs That Your Customer Service Sucks


We all want our customers to be happy with our products and services. As much as we want to assure the total satisfaction of each and every one of our customers, unfortunately, this is a practical impossibility. The problem might be with the quality of your product/service.

Create Your Customer Service Mantra


Along those lines, I want you to come up with a customer service promise. For some companies, their tagline is their customer service promise. For example, ’s tagline is Powered by Service. Three words that exhibit a commitment to the customer.

10 Customer Service Trends to Watch in 2016

Tricia Morris

This year’s lineup of contributors includes: • Bill Patterson: Microsoft General Manager of Service Engagement. Jeanne Bliss: Chief Customer Officer Author and CXPA Co-founder. Annette Franz: Certified Customer Experience Professional, CX Journey Author and CXPA Board Member.

Are Extended Customer Service Hours Still a Thing?

Who's Your Gladys?

Extended customer service hours – the ability of your customer to reach you when they perceive that they need you – is an important part of the customer relationship. The post Are Extended Customer Service Hours Still a Thing?

5 Expert Tips for Customer Service Recovery

Customers That Stick

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Tips 167

5 Top Customer Service Articles For the Week of October 10, 2016


Each week I read a number of customer service articles from various online resources. The JetBlue Story: Customer Service in an Industry Americans Hate by Sharpen. However, US airlines aren’t exactly known for their warm and fuzzy customer service.

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2016 IDC MarketScape Identifies inContact as a Cloud Contact Center Leader

NICE inContact

Last month, IDC released the IDC MarketScape for Worldwide Hosted and Cloud Contact Center 2016 Vendor Assessment (doc #US40732515, February 2016 ). The Strategy score measures alignment of vendor strategies with customer requirements in a 3-5-year timeframe.

Life’s too short for bad customer service. Meet the new Kayako.


When we built the first Kayako, we wanted to create a customer service tool that had the customer at its heart. Something that would help us speak the customer’s language, tick their boxes, and voila — ticket closed. Happy customers, happy support team, right?

100% is not enough to impress with customer service quality. You need 120%


When a company reaches the top, does customer service quality still matter? I recently organized a service bench-marking visit to Singapore for 22 Korean sales and service trainers. Here’s why: If you fly on a mediocre airline, your service expectation may be only 50%.