How to Choose the Right Customer Service Strategy (Infographic)

Provide Support

Your products or services can be the best on the market but if you don’t treat your customers well, you can kiss your business goodbye. Developing the right strategy for your customer service will help you both attract new customers and keep your existing ones.

Adding Real Value Through an Effective Customer Service Strategy

CSM Magazine

Failing to provide satisfactory customer service is becoming an increasingly costly mistake for businesses. Customers are becoming more informed, more demanding, evermore critical, and are realising the power they yield. Good customer service is good for business.

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Customer Service Strategy: Is The Customer Always Right?

CSM Magazine

“The Customer is Always Right!” What the phrase really means is that it is best to assume customers are always right and give them what they want rather than lose good customers. But is this a good strategy to follow? Not all customers are worth keeping.

Journey Mapping = Effective Customer Service Strategy

Heart of the Customer

It’s no secret around here that journey maps are key to a successful customer service strategy for your business. We do a lot of customer journey mapping, using data straight from your customers. Customer Experience

Shaping Your Mobile Customer Service Strategy

Brad Cleveland

It represents a serious threat to organizations that don’t evolve their services, but is a significant opportunity for those who shape strategies that meet or redefine customer expectations. Call Center Contact Center Customer Service Mobile ICMI mobile customer service strategyMobile is developing at lightning speed—literally by the day.

Sometimes Customers Don’t Know the Right Questions to Ask


Sometimes a customer says one thing but means something else. So, asking an extra question – or two or three – can help you understand what a customer really wants. For example, when a customer says, “I need this quickly,” ask the extra question, “How quickly do you need it?”

How’s Your Mobile Customer Support?

Brad Cleveland

Here’s a number that should encourage all of us to take another look at our mobile customer service strategy. Call Center Contact Center Customer Access Strategy Customer Service Mobile Multi-channel Support Brad Cleveland idc mobile customer service strategy

How the Phone Is Answered Is an Important First Impression


The point of this is to make you think about the effort a customer – or anyone else – must make to reach someone in your company. Any friction or extra effort the customer goes through to reach their party starts the call at a deficit. When was the last time you called your business?

How Can Thinking Small Propel You to Greatness?


This was their Customer Experience Summit, and the theme for the meeting was “Think Small: Big Differences Come from SMALL Details.”. Jason Bradshaw, the Director of Customer Experience, shared his vision about Volkswagen Australia being recognized and known for their amazing customer service.

Don’t Put the Onus on the Customer


As usual, he received excellent service. Shortly after the service call he received an email requesting he complete a survey, which he was happy to do. If you really mean it, make a note in your computer file and automatically deduct it from my next service call.

A Big Trend in Customer Experience (CX): Convenience


Competitive Strategy. In a competitive business world, price, selection, customer service and innovation are major reasons customers might choose one company over another. Many will argue that convenience is part of customer service or the customer experience.

4 Tips for Ensuring Your Customers Are Treated Better


While one could argue that it was my sister’s fault, Brenda’s focus was on taking care of her customer and immediately activated the auto-pay, waived penalties and interest owed as well as the fees for disconnection and emergency reactivation. Common sense says, “Take care of the customer.”.

Tips 50

Just Stop It!


Customer service is the same way. In some of the workshops we present on service, there is an exercise where we ask the audience members to come up with the most common complaints they hear from customers.

Guest Blog: How to Hire Live Chat Agents Who Delight Your Customers


This week we feature an article by Jason Grills about how to use live chat agents properly in order to delight your customers. This means that you should know how to hire live chat agents who are going to delight your customers. Previous Customer Support Experience.

Top 5 Customer Service Expectations in 2017


Customer service trends are today driven by the need to meet consumer expectations. The main challenge in customer service strategy today lies in its ability to adapt to these changes and to grow in complexity, especially as it becomes increasingly crucial to the success of a company.

Guest Blog: Why Does My Customer Service Team Need a Single Customer View?


This week on our Friends on Friday guest blog post my colleague, Murph Krajewski, writes about the importance of a single customer view when it comes to serving your customers. This will help lead you to forming important relationship with your customer. – Shep Hyken.

5 Top Customer Service Articles For the Week of January 9, 2017


Each week I read a number of customer service articles from various online resources. High-Performing Customer Service Teams Use Predictive Analytics by Vala Afshar. Huffington Post) The reality of today’s business landscape is that customers are more connected than ever.

Tips 28

Preparing for Increased Call Complexity in the Contact Center

Think Customers

As customers continue to increase their use of digital channels and self-service tools for customer service, it's only natural that the volume of calls hitting contact centers has been shrinking.

Guest Blog: How to Handle a Know-It-All


This week on our Friends on Friday guest blog post my colleague, Dianna Booher, shares ideas for handling tough personalities while offering great customer service. Solving customer problems is expected. The customer had been told twice not to enter that area of the warehouse.

Amazing Business Radio: Jeremy Watkin


Jeremy Watkin on How Listening to Your Customer Service Reps Can Give You a Competitive Advantage. Do you realize there is a hidden gem in your customer service department? But first… Shep Hyken discusses the power of the customer satisfaction survey.

Guest Blog: Is Your Contact Center Prepared to Handle Breaking News?


Certainly, the alternative of having customers on hold for hours during a critical time is not a wise strategy. How will agents get the news they need to share with customers? Customer Experience Customer Service Strategies breaking news contact center social media plan

Guest Blog: How Messaging Will Change Your Customer Service, Forever


This week on our Friends on Friday guest blog post my colleague, Pascal van Opzeeland, writes an informative article about the popularity of messaging apps and how they are impacting customer service. Have you been focusing on social media service lately? Cyborg service.

Guest Blog: 4 Clear Links Between Customer Service and Online Reviews


This week on our Friends on Friday guest blog post my colleague, Ben Roberts, writes about the link between customer service and online reviews. I also think customer service is an integral aspect of any business, and that by improving service, you build customers for life.

5 Top Customer Service Articles For the Week of December 12, 2016


Each week I read a number of customer service articles from various online resources. Is Your Digital Marketing Strategy Ready for an AI Intervention? 20 Positive Phrases for Customer Service Success: Part 1 by Conversational.

Where We Are Really At In Omni-Channel

Martin Hill-Wilson

I’m going to cover three main topics: Multi-channel customer experience. Social customer service. Customer hubs. How Customers Left Brands In The Dust. In this post we will start with customers and what they have done so far.

Guest Blog: What Improvisation Teaches Us About Customer Service


This week on our Friends on Friday guest blog post my colleague, Adam Toporek, writes about how important improvisation is in frontline customer service. For those on the front lines of customer service, perhaps the only constant is variability.

Intelligent Assistants – Your Breakthrough Self Service Strategy

Martin Hill-Wilson

I recently designed and ran a new masterclass – Making Automation & Self Service Work In Your Contact Centre. We concluded that Intelligent Assistants are not just a channel shift strategy. At the very least, they are a transformational opportunity to redefine customer engagement.

5 Top Customer Service Articles For the Week of March 13, 2017


Each week I read a number of customer service articles from various online resources. My Comment: It has been said that customer service is the new marketing. If that is the case, then social media customer service (also known as “social care”) falls into that category.

Amazing Business Radio: Bob Thompson


How to Improve Customer Loyalty. Shep Hyken speaks with Bob Thompson, speaker, author and CEO/founder of the research and publishing firm CustomerThink, about his latest book, “Hooked on Customers: The Five Habits of Legendary Customer-Centric Companies.”

Guest Blog: Speed Saves Relationships


Berk about the importance of responding quickly to customer comments and reviews. Ask your customers to post online reviews. When providing customer service, speed saves relationships. When a customer writes a complaint online, review, tweet, post, etc.,

5 Top Customer Service Articles For the Week of November 7, 2016


Each week I read a number of customer service articles from various online resources. What’s stopping your customers from being loyal? Graham Jones) Most business leaders appreciate that 80% of their profits come from 20% of their customers.

5 Top Customer Service Articles For the Week of August 1, 2016


Each week I read a number of customer service articles from various online resources. My Comment: Social media enhances the customer experience. I’m still amazed at the companies that aren’t taking advantage of engaging with their customers through social.

Why Are Customers Frustrated with Omnichannel CX


Today’s modern, tech-savvy customers are becoming increasingly demanding in their quest for a great customer experience. They expect to be able to shop anytime, anywhere and from any device easily, and if your brand is not fulfilling these expectations, you won’t survive.

Making the Right Investments in Customer Care

Think Customers

Periodically, a big brand will announce plans to invest millions of dollars in its customer service activities. Improving customer service isn't simply about throwing money at the problem or adding agents. Customer Engagement Customer Experience Customer Loyalty Customer Service Customer Strategy Data Analytics Emerging Trends Employee Engagement contact center preparedness customer experience programs customer service strategy

Guest Blog: Why Knowledge Base Integration with Live Chat Is Important for Better Customer Support


This week on our Friends on Friday guest blog post my colleague, Jason Grills, writes about the importance of good customer support and the impact it can have on your business. How exactly can good customer service improve your business? Improved Customer Experience.

Got These On Your 2016-2019 Service Roadmap?

Martin Hill-Wilson

Its range of application is impressive – 100% compliance management, advisor dashboards for self development, a key input to Voice of the Customer initiatives and customer journey mapping. Service access becomes instant which conforms to expectation. Self Service.

Ways to Improve Customer Service


Customer service can make or break your bottom line. Customers expect an effortless experience when engaging with your brand for support, answers and issue resolution. Here are 8 important tactics you should implement for a killer customer service strategy