ShepHyken

MAY 7, 2018

Each week I read a number of customer service and customer experience articles from various resources. Overstock’s customer service texts have a 98 percent open rate by Ilyse Liffreing. Digiday) Overstock.com knows the days are long gone when people would call or email about problems with its products or service.

Customer Service 79

Customer Service Policies Retail Case Study 79

ShepHyken

DECEMBER 26, 2018

Customer service: You love the way they treat you. You want customers to use the word “always” to describe their experience with you. The Way: The way they do business: This is about their process, policies, the hours they are open, their location and more. The loyalty to the company is because of price, not the company.

Culture 133

Culture Policies Customer Service Training Customers 133

ShepHyken

JUNE 14, 2017

However, very quickly I learned that honesty really is the best policy. Short term, customers may not be happy, but in the end, they will appreciate you for your honesty and, as a result, have a higher level of confidence in you and your organization. At a minimum, I could have inadvertently hurt her feelings.

Policies 92

Policies Customer Service Training Training Customer Focused 92