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Playing to Win in Customer Service

ShepHyken

When I’m in town – not out speaking at conferences – I lace up the skates several times a week to play in a friendly hockey game. In the customer service world, we should create a “game plan” to deliver an experience that is perfect, never requiring a customer to reach out to us because of problems.

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North America’s Must-Attend Customer Service Strategy Meeting Hits NYC

CSM Magazine

The customer service department is too often referred to as “just a cost center”. As experience overtakes price and product as a key brand differentiator, customer service is being recognized as the face of, and driver for, organization-wide strategy. The board includes: EVP, Global Customer Care, Mastercard.

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Book Review – Delivering Effective Social Customer Service: How to Redefine the Way You Manage Customer Experience and Your Corporate Reputation

ijgolding

It is impossible to ignore the fact that customer service has gone all social on us. Customers just expect you to be able to deal as effectively with their problems communicated through Twitter as they do over the phone. So why are companies still not dealing with ‘social customer service’ very well?

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5 Essential Customer Service Sessions at Oracle Modern CX 2020

Oracle

Over 40 of these sessions will focus on the most relevant, cutting-edge customer service trends and technology. Visit the registration page and use discount code “SmarterCX” to get a rate of $995 on a full conference pass.**. Here are 5 essential customer service sessions you won’t want to miss.

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5 Top Customer Service Articles of the Week 5-16-2022

ShepHyken

Each week I read many customer service and customer experience articles from various resources. Are You Tracking the Customer Service Metrics That Really Count? My Comment: We kick off this week’s Top Five roundup with an excellent article about the best customer service metrics. Yes, metrics matter.

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Will AI Make Us Dumb??

ShepHyken

I was just at an industry conference focusing on AI (Artificial Intelligence). Instead, I focused on how to use the information to efficiently get the correct answer. So, how does this apply to customer service? Many people think that AI will be used to replace customer support agents – and even salespeople.

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4 Ways to Improve Customer Experience in 2018 – guest post from CCW NOLA

ijgolding

Gift your customers with a birthday discount or coupon and send holiday well-wishes out on your social channels, in person, and in your email marketing. Finally, always remember your top customers, and let them know they are appreciated. Send company personnel to a customer experience conference.