INDUSTRY INSIGHTS YOUR PEERS ARE READING
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
This week we feature an article by Jim Iyoob who talks about how and why technology has changed consumer behavior and how you need to reinvent strategies to keep up with consumers. – Shep Hyken. Today, a typical customer expects a prompt response and fast service from any business. 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
We can train people on how to deliver good customer service. We teach people how to greet customers when they walk in the store, how to properly answer the phone when customers call the company and much more. I worked at a self-service gas station. 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
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
When your customers can buy what you sell from others, that’s called competition. Is it the customer service? . Your customers want your product to meet their expectations. Your customers also expect to receive a positive customer service experience. MORE
This week we feature an article by Tom Buiocchi who writes about the importance of the “behind the scenes” work facilities managers do in order to enhance the customer experience. 3 Ways to Support Excellent Customer Service from Behind the Scenes . MORE
SEPTEMBER 14, 2018
Live chat is a powerful tool that can help you reach your customer in a myriad of different ways. There is nothing more frustrating for a customer than dealing with a piece of technology that is hard to find and even harder to use. Hold your customer’s hand a little. Customize. MORE
Ensuring that your organization is making required investments is an essential step in developing your customer service strategy. In my recent LinkedIn Learning course “Customer Service Strategy,” I explore four key principles that can help with this step. MORE
The customer service agent was happy to accommodate my request. She was a model customer service agent; friendly and helpful. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. 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 Jason Milleisen who shares three simple rules that will set you apart from your competition and help provide great customer service. I once heard about a car dealership who had customer satisfaction scores that were the impressively high. MORE
This simple question gives you an idea if your organization did well enough for the customer to recommend you. The idea is that if you have a number of customers suggesting the same “one thing,” you need to pay attention. This is the next level of customer service. MORE
Over the years I’ve talked with many clients who are looking for ways to disrupt a competitor and/or win more business from existing customers. And, more than just being better, can you offer something that the customer can’t get from the competitor. MORE
Each week I read a number of customer service and customer experience articles from various resources. 1 0 Tips to Build a Customer Centric Work Culture by Vandita Grover. Why Omnichannel is the Future of Customer Interactions (And How You Can Get Started) by Josh Brown. MORE
Given fast-evolving customer expectations, every organization needs an effective customer service strategy to guide operations and decisions. 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 Brian Elrod who discusses how texting has become an important customer service tool for any type of business. – Shep Hyken. Numbers show that customers enjoy text message communication. 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
So, what are the benefits of implementing social media into your customer service strategy? It decreases customer effort. Customer effort is a leading factor in determining an individual’s overall sentiment towards a brand. A single unsatisfactory interaction can terminate a customer’s loyalty indefinitely. Those with the same issue will receive second-hand assistance, saving both the customer and business time and effort. MORE
This week we feature an article by Chip Bell who writes about the importance of being easily accessible and convenient for your customers to do business with you. – Shep Hyken. I was among a group of bank customers standing in the rain at 8:55 am in front of the branch. MORE
Each week I read a number of customer service and customer experience articles from various resources. Customer Service Rookie Mistakes That Could Be Tarnishing Your Business Image! How psychology affects the customer experience of voice support by UJET. MORE
Creating A Customer Experience Initiative. Owning Your Customer Service Initiative From the Top Down. Top Takeaways: Christa says she has yet to find a successful customer service initiative that didn’t involve the C-suite level. MORE
This week we feature an article by Catalin Corzini who shares information about how chatbots can provide a better experience and how to customize the customer journey when using chatbots. – Shep Hyken. How You Can Utilize Chatbots to Guide Your Customers. MORE
You don’t have to send your customer flowers, but how about an expression of appreciation? It can be something as simple as a thank you note or as elaborate as a customer appreciation event. Any day is a good day to show some customer love. Valentine’s Day is tomorrow. MORE
In one quick question, the customer gets to grade the support rep that took the call. It sums up if the customer was happy and if the agent did their job. I started to think about other one-question surveys that can give you a snapshot of what a customer thinks about a company. 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
It allows companies to switch from selling products to selling a service that consumers can use while transforming an industry for the better. The subscription model is a win-win for customers and businesses. For the customer, it’s less expensive and more convenient. To jump into the subscription economy, start with a view of what your customers are doing with you and track all of the usage and interactions. How can companies create a 1-1 relationship with customers? MORE
This was a leader sharing his philosophy, and my mind was racing with ideas about how it applies to customer service and the customer experience. When we find out what our customers want if it’s not what they need, and we know it, are we willing to tell them? MORE
Each week I read a number of customer service and customer experience articles from various resources. The Secret Sauce to Customer Experience is a Blend of Four Ingredients by Joseph Michelli. It Might Be Your Secret Customer Score by Khadeeja Safdar. MORE
They also revolutionized their process and started building technology into the customer experience. Beyond being a better pizza, they wanted to make it easier on their customers, and that’s what every company must do. What can you do to be more convenient for 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
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.
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
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.
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
“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.
Second to None
FEBRUARY 8, 2019
So, what are the benefits of implementing social media into your customer service strategy? It decreases customer effort. Customer effort is a leading factor in determining an individual’s overall sentiment towards a brand. A single unsatisfactory interaction can terminate a customer’s loyalty indefinitely. Those with the same issue will receive second-hand assistance, saving both the customer and business time and effort.
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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.
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.
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
Brad Cleveland
DECEMBER 4, 2018
Ensuring that your organization is making required investments is an essential step in developing your customer service strategy. In my recent LinkedIn Learning course “Customer Service Strategy,” I explore four key principles that can help with this step.
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.
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ShepHyken
SEPTEMBER 14, 2018
Live chat is a powerful tool that can help you reach your customer in a myriad of different ways. There is nothing more frustrating for a customer than dealing with a piece of technology that is hard to find and even harder to use. Hold your customer’s hand a little. Customize.
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.
ShepHyken
FEBRUARY 13, 2019
You don’t have to send your customer flowers, but how about an expression of appreciation? It can be something as simple as a thank you note or as elaborate as a customer appreciation event. Any day is a good day to show some customer love. Valentine’s Day is tomorrow.
ShepHyken
MARCH 6, 2019
The customer service agent was happy to accommodate my request. She was a model customer service agent; friendly and helpful. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author.
ShepHyken
MARCH 18, 2019
Each week I read a number of customer service and customer experience articles from various resources. 1 0 Tips to Build a Customer Centric Work Culture by Vandita Grover. Why Omnichannel is the Future of Customer Interactions (And How You Can Get Started) by Josh Brown.
ShepHyken
MARCH 8, 2019
This week we feature an article by Jason Milleisen who shares three simple rules that will set you apart from your competition and help provide great customer service. I once heard about a car dealership who had customer satisfaction scores that were the impressively high.
ShepHyken
DECEMBER 12, 2018
Over the years I’ve talked with many clients who are looking for ways to disrupt a competitor and/or win more business from existing customers. And, more than just being better, can you offer something that the customer can’t get from the competitor.
ShepHyken
JANUARY 30, 2019
In one quick question, the customer gets to grade the support rep that took the call. It sums up if the customer was happy and if the agent did their job. I started to think about other one-question surveys that can give you a snapshot of what a customer thinks about a company.
ShepHyken
MARCH 15, 2019
This week we feature an article by Tom Buiocchi who writes about the importance of the “behind the scenes” work facilities managers do in order to enhance the customer experience. 3 Ways to Support Excellent Customer Service from Behind the Scenes .
ShepHyken
NOVEMBER 6, 2018
Creating A Customer Experience Initiative. Owning Your Customer Service Initiative From the Top Down. Top Takeaways: Christa says she has yet to find a successful customer service initiative that didn’t involve the C-suite level.
ShepHyken
DECEMBER 7, 2018
This week we feature an article by Brian Elrod who discusses how texting has become an important customer service tool for any type of business. – Shep Hyken. Numbers show that customers enjoy text message communication.
ShepHyken
OCTOBER 3, 2018
This was a leader sharing his philosophy, and my mind was racing with ideas about how it applies to customer service and the customer experience. When we find out what our customers want if it’s not what they need, and we know it, are we willing to tell them?
Brad Cleveland
JULY 10, 2018
Given fast-evolving customer expectations, every organization needs an effective customer service strategy to guide operations and decisions.
ShepHyken
SEPTEMBER 5, 2018
We can train people on how to deliver good customer service. We teach people how to greet customers when they walk in the store, how to properly answer the phone when customers call the company and much more. I worked at a self-service gas station.
ShepHyken
NOVEMBER 16, 2018
This week we feature an article by Jim Iyoob who talks about how and why technology has changed consumer behavior and how you need to reinvent strategies to keep up with consumers. – Shep Hyken. Today, a typical customer expects a prompt response and fast service from any business.
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
AUGUST 15, 2018
This simple question gives you an idea if your organization did well enough for the customer to recommend you. The idea is that if you have a number of customers suggesting the same “one thing,” you need to pay attention. This is the next level of customer service.
ShepHyken
NOVEMBER 7, 2018
They also revolutionized their process and started building technology into the customer experience. Beyond being a better pizza, they wanted to make it easier on their customers, and that’s what every company must do. What can you do to be more convenient for your customers?
ShepHyken
NOVEMBER 19, 2018
Each week I read a number of customer service and customer experience articles from various resources. Customer Service Rookie Mistakes That Could Be Tarnishing Your Business Image! How psychology affects the customer experience of voice support by UJET.
ShepHyken
NOVEMBER 5, 2018
Each week I read a number of customer service and customer experience articles from various resources. The Secret Sauce to Customer Experience is a Blend of Four Ingredients by Joseph Michelli. It Might Be Your Secret Customer Score by Khadeeja Safdar.
ShepHyken
NOVEMBER 20, 2018
It allows companies to switch from selling products to selling a service that consumers can use while transforming an industry for the better. The subscription model is a win-win for customers and businesses. For the customer, it’s less expensive and more convenient. To jump into the subscription economy, start with a view of what your customers are doing with you and track all of the usage and interactions. How can companies create a 1-1 relationship with customers?
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?
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
OCTOBER 12, 2018
This week we feature an article by Chip Bell who writes about the importance of being easily accessible and convenient for your customers to do business with you. – Shep Hyken. I was among a group of bank customers standing in the rain at 8:55 am in front of the branch.
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
NOVEMBER 2, 2018
This week we feature an article by Catalin Corzini who shares information about how chatbots can provide a better experience and how to customize the customer journey when using chatbots. – Shep Hyken. How You Can Utilize Chatbots to Guide Your Customers.
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