Wikipedia defines customer service as “the provision of service to customers before, during and after a purchase.” Although that definition captures the essence of customer service, it lacks a few important elements. Customer Service MORE
“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. MORE
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.”. MORE
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. MORE
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. MORE
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 MORE
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. MORE
Primarily the best defenses against customers sitting in front of their computers and buying products is to compete in price, selection, and customer service. Customers like to touch, feel, and taste; it’s all part of the retail experience. MORE
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 MORE
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., MORE
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. MORE
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. MORE
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. MORE
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. MORE
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. MORE
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. MORE
For most travelers, there are three options: wait in line at the airline’s ticket desk, dial the airline’s customer service line, or seethe quietly at the airport bar. For any customer service organization, embracing an omni-channel service philosophy should be a top priority. MORE
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 MORE
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. MORE
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? MORE
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. MORE
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. MORE
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 MORE
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. MORE
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. MORE
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. MORE
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. MORE
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? MORE
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. MORE
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. MORE
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. MORE
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.” MORE
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. MORE
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. MORE
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. MORE
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? MORE
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. MORE
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. MORE
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! MORE
How do you make your customers stay with you for the long haul? Through the magic of customer service. Customer Service These 4 tips make sure you''re sticking to what works. MORE
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. MORE
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. MORE
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. MORE
Customer Service Strategies Related Topics 
Provide Support
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.
CSM Magazine
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.
CSM Magazine
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.
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
Talkdesk
JULY 14, 2016
Wikipedia defines customer service as “the provision of service to customers before, during and after a purchase.” Although that definition captures the essence of customer service, it lacks a few important elements. Customer Service
ShepHyken
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.
ShepHyken
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.
ShepHyken
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.”.
ShepHyken
APRIL 28, 2017
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.
Jacada
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.
Martin Hill-Wilson
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.
ShepHyken
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.
Martin Hill-Wilson
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.
ShepHyken
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.
Think Customers
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.
ShepHyken
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.
ShepHyken
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
ShepHyken
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.
ShepHyken
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.
ShepHyken
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.
ShepHyken
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.
ShepHyken
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.
ShepHyken
MAY 19, 2017
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.,
ShepHyken
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.”
Jacada
MAY 22, 2017
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.
ShepHyken
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.
ShepHyken
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.
Martin Hill-Wilson
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.
Think Customers
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
ShepHyken
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.
nanorep
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
ShepHyken
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.
Provide Support
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.
NewVoiceMedia
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?
ShepHyken
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.
NewVoiceMedia
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?
Provide Support
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.
NewVoiceMedia
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.
Tema Frank
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!
NewVoiceMedia
DECEMBER 7, 2015
For most travelers, there are three options: wait in line at the airline’s ticket desk, dial the airline’s customer service line, or seethe quietly at the airport bar. For any customer service organization, embracing an omni-channel service philosophy should be a top priority.
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