How to Choose the Right Customer Service Strategy (Infographic)
DECEMBER 29, 2015
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
OCTOBER 17, 2016
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.
Customer Service Strategy: Is The Customer Always Right?
OCTOBER 17, 2016
“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
FEBRUARY 3, 2016
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
Don’t Put the Onus on the Customer
APRIL 5, 2017
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
JULY 6, 2016
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
AUGUST 3, 2016
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.”.
Guest Blog: How to Handle a Know-It-All
APRIL 21, 2017
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.
Top 5 Customer Service Expectations in 2017
MARCH 28, 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.
5 Top Customer Service Articles For the Week of January 9, 2017
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.
Intelligent Assistants – Your Breakthrough Self Service Strategy
FEBRUARY 16, 2016
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.
Where We Are Really At In Omni-Channel
JUNE 8, 2015
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.
Preparing for Increased Call Complexity in the Contact Center
JULY 26, 2016
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.
Amazing Business Radio: Jeremy Watkin
FEBRUARY 7, 2017
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?
FEBRUARY 24, 2017
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: 4 Clear Links Between Customer Service and Online Reviews
FEBRUARY 17, 2017
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 March 13, 2017
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.
5 Top Customer Service Articles For the Week of December 12, 2016
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.
Guest Blog: How Messaging Will Change Your Customer Service, Forever
OCTOBER 14, 2016
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: What Improvisation Teaches Us About Customer Service
AUGUST 12, 2016
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.
Amazing Business Radio: Bob Thompson
AUGUST 9, 2016
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.”
5 Top Customer Service Articles For the Week of November 7, 2016
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.
Got These On Your 2016-2019 Service Roadmap?
JANUARY 29, 2016
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.
5 Top Customer Service Articles For the Week of August 1, 2016
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.
Making the Right Investments in Customer Care
MAY 12, 2015
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
JANUARY 20, 2017
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.
Ways to Improve Customer Service
MAY 29, 2016
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
Guest Blog: How Small Software Companies Can Provide Awesome Customer Support Without Going 24/7
AUGUST 19, 2016
This week on our Friends on Friday guest blog post my colleague, Jack Plantin, writes about the importance of customer support and options we can offer for around the clock support. 24/7 customer support is great to have, but it can expensive and time-consuming for small companies.
12 Reasons I Want Customer Service on Social Media
NOVEMBER 24, 2015
Customer service via social media can no longer be considered as a luxury but as an essential component of any customer service strategy – for two simple reasons: Everyone’s thumbs are practically connected to their cellphones – it gives little room for companies to consider alternatives.
See through the eyes of your customer to deliver outstanding service
AUGUST 15, 2016
A customer’s experience lives long beyond the purchase. Altimeter Group’s Brian Solis cited a survey in which 88 percent of all businesses believe they deliver great customer service, yet only 8 percent of their customers agree. What do customers want?
Guest Blog: Customer Service Leadership – Using VUCA Leadership Principles
SEPTEMBER 2, 2016
This week on our Friends on Friday guest blog post my colleague, John Smart, explains the leadership term VUCA and how it can relate to customer service. In a previous article I described the difference between customer management and customer leadership.
Customer service journey map can lead to instant gratification
JANUARY 6, 2016
How’s this for a customer service strategy: Instant Gratification. During the customer experience there are multiple touch points, or moments of interaction with the company’s employees, website or product. How can you provide Instant Gratification for the customer?
Best Practices for Live Chat Support (Infographic)
APRIL 26, 2017
In fact, according to Gartner , by 2018, over 80% of companies will offer some form of live chat on their website or on mobile devices to interact with their customers. There are many reasons why offering chat support might be a valuable customer service strategy.
If You Are Struggling to Improve Customer Experience in a Large Organization, Check Out This Podcast! - Frank Reactions
MAY 26, 2015
How To Sell Senior Executives on Customer Experience Improvement More from the CXPA Insight Exchange on today’s episode, including an interview with Lorraine Schumacher, Director of Marketing Transformation (previously the Director of Customer Service Strategy & Planning) at Verizon. She’s taken … Continue Reading → The post If You Are Struggling to Improve Customer Experience in a Large Organization, Check Out This Podcast!
Five customer service tactics to increase sales
OCTOBER 12, 2015
To be truly effective, customer service must permeate the culture of a company. As such, this article, although it focuses on sales tactics, actually falls under the heading of customer service. Ask another – Once you have ascertained what the customer needs, ask why.
15 Customer Retention Strategies for Long-Term Customer Loyalty
OCTOBER 8, 2016
Your customer retention is super important to your bottom line—after all, customer loyalty is well-known for being more valuable than customer acquisition. Relationship Marketing Strategies. Give customers one-on-one attention. Customer Service Customer Retention
Is Twitter THE Channel for Customer Service?
Customers That Stick
AUGUST 11, 2015
Twitter understands that it is often a channel for immediate customer response, and it is not only embracing its role as a customer service channel but beginning to focus on selling itself as an indispensable channel for customer service.