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
Each week I read a number of customer service and customer experience articles from various resources. Why Customer Service is a Double-Edged Sword and How to Keep it From Killing Your Brand by Lisa Callahan. Here are five ways to deliver a great service experience. MORE
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. 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
This week we feature an article by Matt Nolan who shares five keys to building more compelling, sustainable customer relationships. Customer retention used to be considered just a “service problem.” Today, we have to approach things from a customer perspective. MORE
This week we feature an article by Brooke Harper who writes about the importance of using social media to provide great customer service. If you’re not monitoring what customers are saying about you and your company on social media, what are you waiting for?! – Shep Hyken. MORE
This week we feature an article by Rohit Prasanna who shares a great list of 10 customer service trends that will affect the customer experience this year. – Shep Hyken. In the service niche, customers have come to expect real-time resolutions to their problems. 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
First, I’m already a customer and can’t understand why they can’t figure that out. Second, why is the price they are offering a new customer lower than what I’m currently paying? This concept, offering a new customer a better deal than an existing customer, is nothing new. (I’ve MORE
This week we feature an article by Christopher Connolly who shares fascinating information about enterprise-grade assistive AI and how it can help make customer support more effective. Kate aims to augment the capabilities of call center agents and customer service/helpdesk personnel. MORE
Each week I read a number of customer service and customer experience articles from various resources. Customer Service Report 2018 by Olga Kolodynska, Justyna Polaczyk, Malgorzata Buksinska and Lukasz Labedzki. The aim is to modernize customer services. MORE
Once you decide to engage in social media customer service, the next step is coming up with an effective strategy for implementing it. Should it be customer service? Well-trained operators mean better customer satisfaction. Lower Quality Service. MORE
According to the Five9 Customer Index 2017 report , 77% of customers in the B2C space will not do business with you again if you give them bad customer service the first time they do business with you. Customer service is your competitive advantage. 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
This week we feature an article by Ford Blakely about text messaging which can provide that instant, convenient and low-friction customer experience that delivers delight. Let’s face it, customer service is the lifeline of any company. Reasons for bad customer service. MORE
This week we feature an article by Mike Schoultz who shares his top 20 list of myths on customer experience not to tell yourself or things you should never say to a customer. Customer service designs that are remarkable get talked about. Your customers will thank you. MORE
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. MORE
Each week I read a number of customer service and customer experience articles from various resources. The Secret To Superior Customer Experience by Denise Lee Yohn. Forbes) It’s no surprise that greater employee engagement leads to better customer experience (CX). MORE
This week we feature an article by Seema Nair who writes about the importance of tailoring your e-commerce site to give your customers the best experience. The best customer service is invisible. Provide Excellent Customer Service. Include Customer Reviews. MORE
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?” MORE
A successful customer experience strategy is a result of the company’s culture. In other words, and I’ve said it many times before, what’s happening on the inside of the company is going to felt on the outside of the company by the customer. Customer support? MORE
This week we feature an article by Tim Fujita-Yuhas that discusses the importance of empathy when using new technology for customer service. He looks at the next generation of texting, known as RCS (Rich Communication Services), which I think will become a very valuable tool. – Shep Hyken. When the topic of customer service comes up, the most common associations aren’t typically positive ones. It’s much more than that, especially in the customer service realm. MORE
There are many great customer service stories that can serve as a template for how to handle a problem. I always fall back on my five-step service recovery process to handle all complaints and problems. And, they didn’t get there by disappointing their customers. MORE
The car always comes back cleaner than when it goes in for service. The head of the service department mentioned I would be getting a survey emailed to me and asked if I would take a few minutes to complete it. Once again, they provided stellar customer service. MORE
This week we feature an article by Jason Grills who discusses the importance of integrating an effective customer support system and how to decide upon live chat software for your organization. – Shep Hyken. Every business aims to delight their customers. MORE
What if your customers said they would be willing to pay you twice what you normally charge? All they want in return is an amazing customer service experience. We already give great customer service. And what defines “exceptional” customer service? 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
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
Depending on whether your Customer Care department is an extension of your marketing or your customer service strategy, the KPIs you give yourself may be different. Type: Customer Centric. Type: Customer Centric. MORE
Each week I read a number of customer service and customer experience articles from various resources. What’s the Difference Between Customer Satisfaction and Customer Loyalty? It’s usually measured by a customer satisfaction survey on a numerical scale. MORE
Nayeli shared that Encore has a relentless focus on customer service, and part of their customer experience includes a “departure meeting” where they can personally thank clients and get feedback on the event they helped produce. to a customer. MORE
Each week I read a number of customer service and customer experience articles from various resources. 16 Statistics Showing Data’s Influence on Customer Experience by Tricia Morriss. My Comment: Data and personalization ate HOT topics in marketing and customer experience. MORE
Each week I read a number of customer service and customer experience articles from various resources. Stop Trying to ‘Delight’ Customers, Says CX Expert Paul Greenberg by Noreen Seebacher. My Comment: The title might surprise you; “Stop Trying to Delight Your Customers.” MORE
The good news is that you no longer have to keep up with your competition; the bad news is that now you have to keep up with your customer – meaning your customer’s expectation of the service that makes you competitive. The post Are You Keeping Up with Your Customers? MORE
This week we feature an article by Pascal van Opzeeland that discusses how to handle difficult customers. Most of the time we encounter tricky service situations, we want to resolve them and restore the customer’s confidence in doing business with us. – Shep Hyken. 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 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. MORE
Pay attention to what customers are saying. Take advantage of what you are seeing and hearing and then use what you’ve learned to surprise your customers with amazing and exceptional customer service. – Shep Hyken. Great Service Is All about Listening. MORE
Each week I read a number of customer service and customer experience articles from various resources. 5 Ways Starbucks is Innovating the Customer Experience by Liz Barrett Foster. My Comment: Starbucks is a leader in customer service and experience. MORE
Customer Service Strategies Related Topics Comm100
OCTOBER 11, 2017
Once you decide to engage in social media customer service, the next step is coming up with an effective strategy for implementing it. Should it be customer service? Well-trained operators mean better customer satisfaction. Lower Quality Service.
ShepHyken
OCTOBER 27, 2017
This week we feature an article by Tim Fujita-Yuhas that discusses the importance of empathy when using new technology for customer service. He looks at the next generation of texting, known as RCS (Rich Communication Services), which I think will become a very valuable tool. – Shep Hyken. When the topic of customer service comes up, the most common associations aren’t typically positive ones. It’s much more than that, especially in the customer service realm.
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
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.
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Win the Customer
MARCH 12, 2014
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.
Brad Cleveland
APRIL 4, 2014
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.
Service Untitled
SEPTEMBER 15, 2011
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.
ShepHyken
MAY 21, 2018
Each week I read a number of customer service and customer experience articles from various resources. 5 Ways Starbucks is Innovating the Customer Experience by Liz Barrett Foster. My Comment: Starbucks is a leader in customer service and experience.
ShepHyken
MAY 16, 2018
A successful customer experience strategy is a result of the company’s culture. In other words, and I’ve said it many times before, what’s happening on the inside of the company is going to felt on the outside of the company by the customer. Customer support?
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ShepHyken
FEBRUARY 7, 2018
First, I’m already a customer and can’t understand why they can’t figure that out. Second, why is the price they are offering a new customer lower than what I’m currently paying? This concept, offering a new customer a better deal than an existing customer, is nothing new. (I’ve
ShepHyken
APRIL 4, 2018
The good news is that you no longer have to keep up with your competition; the bad news is that now you have to keep up with your customer – meaning your customer’s expectation of the service that makes you competitive. The post Are You Keeping Up with Your Customers?
ShepHyken
DECEMBER 20, 2017
According to the Five9 Customer Index 2017 report , 77% of customers in the B2C space will not do business with you again if you give them bad customer service the first time they do business with you. Customer service is your competitive advantage.
ShepHyken
JANUARY 24, 2018
Nayeli shared that Encore has a relentless focus on customer service, and part of their customer experience includes a “departure meeting” where they can personally thank clients and get feedback on the event they helped produce. to a customer.
ShepHyken
JUNE 1, 2018
This week we feature an article by Jason Grills who discusses the importance of integrating an effective customer support system and how to decide upon live chat software for your organization. – Shep Hyken. Every business aims to delight their customers.
ShepHyken
JUNE 4, 2018
Each week I read a number of customer service and customer experience articles from various resources. Stop Trying to ‘Delight’ Customers, Says CX Expert Paul Greenberg by Noreen Seebacher. My Comment: The title might surprise you; “Stop Trying to Delight Your Customers.”
ShepHyken
FEBRUARY 14, 2018
What if your customers said they would be willing to pay you twice what you normally charge? All they want in return is an amazing customer service experience. We already give great customer service. And what defines “exceptional” customer service?
ShepHyken
MARCH 30, 2018
Depending on whether your Customer Care department is an extension of your marketing or your customer service strategy, the KPIs you give yourself may be different. Type: Customer Centric. Type: Customer Centric.
ShepHyken
MAY 11, 2018
This week we feature an article by Rohit Prasanna who shares a great list of 10 customer service trends that will affect the customer experience this year. – Shep Hyken. In the service niche, customers have come to expect real-time resolutions to their problems.
ShepHyken
OCTOBER 6, 2017
This week we feature an article by Pascal van Opzeeland that discusses how to handle difficult customers. Most of the time we encounter tricky service situations, we want to resolve them and restore the customer’s confidence in doing business with us. – Shep Hyken.
ShepHyken
MAY 25, 2018
This week we feature an article by Matt Nolan who shares five keys to building more compelling, sustainable customer relationships. Customer retention used to be considered just a “service problem.” Today, we have to approach things from a customer perspective.
ShepHyken
JANUARY 29, 2018
Each week I read a number of customer service and customer experience articles from various resources. Customer Service Report 2018 by Olga Kolodynska, Justyna Polaczyk, Malgorzata Buksinska and Lukasz Labedzki. The aim is to modernize customer services.
ShepHyken
APRIL 23, 2018
Each week I read a number of customer service and customer experience articles from various resources. The Secret To Superior Customer Experience by Denise Lee Yohn. Forbes) It’s no surprise that greater employee engagement leads to better customer experience (CX).
ShepHyken
JANUARY 12, 2018
This week we feature an article by Mike Schoultz who shares his top 20 list of myths on customer experience not to tell yourself or things you should never say to a customer. Customer service designs that are remarkable get talked about. Your customers will thank you.
ShepHyken
APRIL 30, 2018
Each week I read a number of customer service and customer experience articles from various resources. 16 Statistics Showing Data’s Influence on Customer Experience by Tricia Morriss. My Comment: Data and personalization ate HOT topics in marketing and customer experience.
ShepHyken
NOVEMBER 22, 2017
The car always comes back cleaner than when it goes in for service. The head of the service department mentioned I would be getting a survey emailed to me and asked if I would take a few minutes to complete it. Once again, they provided stellar customer service.
ShepHyken
APRIL 27, 2018
This week we feature an article by Seema Nair who writes about the importance of tailoring your e-commerce site to give your customers the best experience. The best customer service is invisible. Provide Excellent Customer Service. Include Customer Reviews.
ShepHyken
MARCH 5, 2018
Each week I read a number of customer service and customer experience articles from various resources. What’s the Difference Between Customer Satisfaction and Customer Loyalty? It’s usually measured by a customer satisfaction survey on a numerical scale.
ShepHyken
JULY 12, 2017
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?”
ShepHyken
JULY 26, 2017
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.
ShepHyken
JUNE 28, 2017
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.
ShepHyken
OCTOBER 20, 2017
This week we feature an article by Christopher Connolly who shares fascinating information about enterprise-grade assistive AI and how it can help make customer support more effective. Kate aims to augment the capabilities of call center agents and customer service/helpdesk personnel.
ShepHyken
NOVEMBER 24, 2017
This week we feature an article by Brooke Harper who writes about the importance of using social media to provide great customer service. If you’re not monitoring what customers are saying about you and your company on social media, what are you waiting for?! – Shep Hyken.
ShepHyken
APRIL 25, 2018
There are many great customer service stories that can serve as a template for how to handle a problem. I always fall back on my five-step service recovery process to handle all complaints and problems. And, they didn’t get there by disappointing their customers.
ShepHyken
FEBRUARY 12, 2018
Each week I read a number of customer service and customer experience articles from various resources. Why Customer Service is a Double-Edged Sword and How to Keep it From Killing Your Brand by Lisa Callahan. Here are five ways to deliver a great service experience.
ShepHyken
JANUARY 26, 2018
Pay attention to what customers are saying. Take advantage of what you are seeing and hearing and then use what you’ve learned to surprise your customers with amazing and exceptional customer service. – Shep Hyken. Great Service Is All about Listening.
ShepHyken
MAY 3, 2017
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?
ShepHyken
JANUARY 5, 2018
This week we feature an article by Ford Blakely about text messaging which can provide that instant, convenient and low-friction customer experience that delivers delight. Let’s face it, customer service is the lifeline of any company. Reasons for bad customer service.
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