At Kayako, we do our best to understand not just our customers’ needs, but their customers’ needs, as well. Customers hate putting in effort to get problems resolved. Becoming customer-centric will be the goal of most businesses this year. MORE
People who work in Customer Operations know of the “Alphabet Soup” of customer service performance metrics. The post KPI Alphabet Soup: The Most Important Customer Service Performance Metric appeared first on Who's Your Gladys? MORE
5: Is it too late to win the customer back? What you can do to rectify bad customer service. We wanted to test word of mouth marketing to see if it could be used to rectify a customer’s bad experience. At Kayako, we help our customers get better at customer service. MORE
I have been slow to accept that, from a service perspective, humans will ever be replaced by computers. While humans may not be fully replaceable, I do believe artificial intelligence and robots will displace a lot of service providers. MORE
One workshop participant asked this question about grading customer service excellence: “I’m designing a performance measurement system for our in-house technology team and have run into a disagreement with my boss. “He I also refer to this as “customer satisfaction.”. “B” MORE
That day inevitably coincides with the renewed urgency of the task you’ve been procrastinating over: calling customer service to fix your computer/check your warranty/renew your membership/reset your password. Their customers hold times were reduced. MORE
I’ve written about the customer service gap before. The second version of the gap focused on narrowing the distance between you and your customers. This also puts your competition further away from your customers. Here are just a few ideas: Survey your customers. MORE
We've created a Customer Service Week celebration to make it easy-peasy for you to celebrate your team's service excellence and inspire them to amp up their skills. The post Celebrate Customer Service Week 2017 with This Easy Plan appeared first on Who's Your Gladys? MORE
There’s a reason why Apple is a leader in not only technology but customer service too. They actually provide the vehicle(s) needed to service their customers’ needs. It’s not based on what Apple wants but on what their customers’ need. MORE
One workshop participant asked this question about grading customer service excellence: “I’m designing a performance measurement system for our in-house technology team and have run into a disagreement with my boss. “He I also refer to this as “customer satisfaction.” “B” MORE
Make Customer Service a Habit. Daily actions of Customer Service are what makes a difference in the minds of the people we work with. cultural mindset Customer Experience Management Customer service good customer service MORE
New realities have emerged over the past year, revealing what we can expect of customer service in 2015. Best practices Customer Service Marilyn Suttle 2015 trends Customer Service Articles customer service training customer service trends MORE
Small details make a big difference in customer service and with a little extra effort, you can create a memorable experience for your customers. The post Stellar Customer Service in Fast Food appeared first on Who's Your Gladys? MORE
National Customer Service Week is coming up the first week in October. This is a time to appreciate employees for doing a great job taking care of customers. And, of course, there is showing some love and appreciation to your customers. What makes good customer service?” MORE
Three years ago, Gartner predicted that more than half of businesses would implement significant changes to improve customer experience by 2018. The estimated price tag of losing customers due to poor service has reached $1.6 according to Accenture’s Digital Disconnect in Customer Engagement report. Providing a seamless omni-channel service that makes sense for your customer base is essential. MORE
The term ‘customer service’ evokes nostalgia for sales clerks in long aprons in country town emporiums. Some see it as the old-fashioned version of customer support. Many people can’t distinguish between terms ‘customer support’ and ‘customer service’. MORE
If wanting happy customers and an engaged staff was enough – everyone would have them. Instead, customer complaints are common and nearly 75% of employees are reportedly disengaged. What can you do to get customer service right? Customer Service Customer Service Articles MORE
The first week of October is both Customer Service Week and the week of CX Day! This week of celebrating success through CX and better customer service is an important reminder that we all serve a role in this. Customer service agents need to feel heard, too. MORE
Here are my… 6 Customer Service Facts for Every Business. ~~~~~~~~~~~~~~~~~~. “ I recognize that my paycheck comes from the customers who buy my product or service. I explain more in my Customer Experience Hamburger Podcast. MORE
Today’s wired and dangerous customers crave organizations that consistently deliver great service and create emotional connections with customers. Do you have people in your organization who consistently deliver great customer service? MORE
This week is National Customer Service Week. Happy Customer Service Week! It became a book, officially titled, Be Amazing or Go Home: Seven Customer Service Habits that Create Confidence with Everyone. Delivering good customer service is a habit. MORE
Could a social media customer service crisis happen to your company? The post Handling a Social Media Customer Service Crisis appeared first on Who's Your Gladys? Here are some tips for managing one. MORE
Hawaiians have a reputation for delivering stellar customer service. They seem to always maintain a genuinely warm and friendly manner when dealing with their clients, making it virtually impossible to feel dissatisfied even after experiencing some sort of service failure. MORE
Social media has changed the rules of customer service. There was a time when if a customer wanted to complain, they’d have to dial the customer service number and then wait in a queue for 10, 20 or 30 minutes. Thinking that your customers aren’t on social media. MORE
In the customer support space, AI is changing the customer experience for better or for worse depending on the elegance of your deployment. The author highlights some of the benefits that we are already seeing in the customer service and IT service world. MORE
When you are doing your job well, knowledge matters – and in the customer service industry, that is even truer than in others. The service sector as a whole has experienced steady but sustained growth over the past decade (approx. Author of The Service Culture Handbook. MORE
Customer Service customer service mindset customer service performance Listening passion performance Who''s Your Gladys? Compassion in Customer Service customer service article customer service training MORE
The service you provide has always lacked because of your fear of “taking charge” and not wanting to offend your customers. They are individuals who give of themselves and ensure the customer experience is second to none. MORE
Customers have changed! Research shows their expectations for customer service have increased 60% in the last 12 months. And 76% of customers say that the level of customer service you provide is the true test of how much your organization values them! MORE
But, as luck would have it, the wine shop owner was famous for his pull-rabbits-out-of-a-hat service. He called two of his best wine customers whom he knew lived near the party host and promised to replace their bottles of wine delivered to their desperate neighbor plus a bottle on the house. MORE
I was astonished that they were able to steal customers in such a public fashion, and that the airline I’ve been loyal to didn’t care to fight back to keep me or to even resolve my issue. Your customers are on social media, they’re talking about you there and they expect you to be there, too. MORE
If you want to deliver strong customer service, it’s important to keep learning and improving. The post 4 Ways to Hardwire Customer Service Success appeared first on Who's Your Gladys? Customer Service MORE
The evolution of the self-serve customer service solution isn’t exactly headline news as we enter this new year. We all know that many, if not most, consumers today prefer to avoid interacting with a live customer service representative if a self-serve option is available. MORE
Ever feel like the human connections in customer service are at risk? Even with advancements in artificial intelligence, combined with more use of chatbots and pre-recorded messages, creating strong, human connections with customers reigns supreme when it comes to customer loyalty. MORE
National news, Twitter and YouTube are loaded with examples of customer service gone wrong. While there are lessons to learn from service breakdowns, there’s even more value in following leaders who share a consistent set of guiding principles for “getting service right.” MORE
Extended customer service hours – the ability of your customer to reach you when they perceive that they need you – is an important part of the customer relationship. The post Are Extended Customer Service Hours Still a Thing? MORE
A government employee questioned whether my service teaching had any value for his department. After all, he reasoned, why bother providing customer service excellence to “captive customers” who have no choice? Who wins from this effort to upgrade civil service? MORE
Does your customer service need a makeover? Even in high-end service environments, a seemingly tiny disconnect between a customer and a service provider can cause a customer to walk away from your business. The post Time for a Customer Service Makeover? MORE
If you answered “no, our social customer care is most definitely not kicking ass” – don’t worry, you’ve come to the right place. We’ve curated five thought-provoking blogs that will help you get on the path to best-in-class social customer care. Social Customer Care Cannot Be Ignored. MORE
Today’s new buzz words in the world of customer service are “customer engagement” and “ customer centric”. The concepts are very valid and important to create a relationship with the customer. The customer holds all the cards and the customer rules. MORE
Customer Service Related Topics Steve DiGioia
NOVEMBER 13, 2017
The service you provide has always lacked because of your fear of “taking charge” and not wanting to offend your customers. They are individuals who give of themselves and ensure the customer experience is second to none.
Wired and Dangerous
OCTOBER 24, 2016
Customers have changed! Research shows their expectations for customer service have increased 60% in the last 12 months. And 76% of customers say that the level of customer service you provide is the true test of how much your organization values them!
Who's Your Gladys?
SEPTEMBER 24, 2017
We've created a Customer Service Week celebration to make it easy-peasy for you to celebrate your team's service excellence and inspire them to amp up their skills. The post Celebrate Customer Service Week 2017 with This Easy Plan appeared first on Who's Your Gladys?
BlueOcean
MAY 23, 2017
That day inevitably coincides with the renewed urgency of the task you’ve been procrastinating over: calling customer service to fix your computer/check your warranty/renew your membership/reset your password. Their customers hold times were reduced.
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This cheat sheet covers ten fundamentals of customer service to help your business excel
ShepHyken
JANUARY 31, 2018
I’ve written about the customer service gap before. The second version of the gap focused on narrowing the distance between you and your customers. This also puts your competition further away from your customers. Here are just a few ideas: Survey your customers.
Kristina Evey
OCTOBER 18, 2016
Make Customer Service a Habit. Daily actions of Customer Service are what makes a difference in the minds of the people we work with. cultural mindset Customer Experience Management Customer service good customer service
Kayako
JANUARY 24, 2018
At Kayako, we do our best to understand not just our customers’ needs, but their customers’ needs, as well. Customers hate putting in effort to get problems resolved. Becoming customer-centric will be the goal of most businesses this year.
BlueOcean
FEBRUARY 27, 2018
If you answered “no, our social customer care is most definitely not kicking ass” – don’t worry, you’ve come to the right place. We’ve curated five thought-provoking blogs that will help you get on the path to best-in-class social customer care. Social Customer Care Cannot Be Ignored.
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INTRODUCTION Business Transformation and Analytics: Driving Change in a Customer-Centric World | 3. understand new sources of customer data and. quickly act to meet new customer expectations. percent) and direct feedback from customers (39. product or service.
NewVoiceMedia
AUGUST 24, 2017
One workshop participant asked this question about grading customer service excellence: “I’m designing a performance measurement system for our in-house technology team and have run into a disagreement with my boss. “He I also refer to this as “customer satisfaction.”. “B”
Who's Your Gladys?
NOVEMBER 14, 2016
If you want to deliver strong customer service, it’s important to keep learning and improving. The post 4 Ways to Hardwire Customer Service Success appeared first on Who's Your Gladys? Customer Service
Who's Your Gladys?
MAY 10, 2016
Small details make a big difference in customer service and with a little extra effort, you can create a memorable experience for your customers. The post Stellar Customer Service in Fast Food appeared first on Who's Your Gladys?
Who's Your Gladys?
AUGUST 16, 2017
People who work in Customer Operations know of the “Alphabet Soup” of customer service performance metrics. The post KPI Alphabet Soup: The Most Important Customer Service Performance Metric appeared first on Who's Your Gladys?
Who's Your Gladys?
NOVEMBER 5, 2017
If wanting happy customers and an engaged staff was enough – everyone would have them. Instead, customer complaints are common and nearly 75% of employees are reportedly disengaged. What can you do to get customer service right? Customer Service Customer Service Articles
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1The Health of the Contact Center: Agent Well-Being in a Customer-Centric Era 2New study reveals heightened complexity of. customer experience increases pressure on the. 500 million to revamp the in-flight experience for its customers and improve customer relations in the contact.
Who's Your Gladys?
JANUARY 6, 2015
New realities have emerged over the past year, revealing what we can expect of customer service in 2015. Best practices Customer Service Marilyn Suttle 2015 trends Customer Service Articles customer service training customer service trends
Steve DiGioia
NOVEMBER 28, 2016
There’s a reason why Apple is a leader in not only technology but customer service too. They actually provide the vehicle(s) needed to service their customers’ needs. It’s not based on what Apple wants but on what their customers’ need.
Wired and Dangerous
OCTOBER 17, 2016
Today’s wired and dangerous customers crave organizations that consistently deliver great service and create emotional connections with customers. Do you have people in your organization who consistently deliver great customer service?
Comm100
NOVEMBER 14, 2017
When you are doing your job well, knowledge matters – and in the customer service industry, that is even truer than in others. The service sector as a whole has experienced steady but sustained growth over the past decade (approx. Author of The Service Culture Handbook.
NewVoiceMedia
SEPTEMBER 8, 2017
Social media has changed the rules of customer service. There was a time when if a customer wanted to complain, they’d have to dial the customer service number and then wait in a queue for 10, 20 or 30 minutes. Thinking that your customers aren’t on social media.
BlueOcean
MARCH 26, 2018
In the customer support space, AI is changing the customer experience for better or for worse depending on the elegance of your deployment. The author highlights some of the benefits that we are already seeing in the customer service and IT service world.
360Connext
OCTOBER 4, 2017
The first week of October is both Customer Service Week and the week of CX Day! This week of celebrating success through CX and better customer service is an important reminder that we all serve a role in this. Customer service agents need to feel heard, too.
Who's Your Gladys?
MAY 15, 2017
National news, Twitter and YouTube are loaded with examples of customer service gone wrong. While there are lessons to learn from service breakdowns, there’s even more value in following leaders who share a consistent set of guiding principles for “getting service right.”
Kayako
DECEMBER 8, 2016
5: Is it too late to win the customer back? What you can do to rectify bad customer service. We wanted to test word of mouth marketing to see if it could be used to rectify a customer’s bad experience. At Kayako, we help our customers get better at customer service.
NewVoiceMedia
SEPTEMBER 26, 2017
A government employee questioned whether my service teaching had any value for his department. After all, he reasoned, why bother providing customer service excellence to “captive customers” who have no choice? Who wins from this effort to upgrade civil service?
BlueOcean
JANUARY 4, 2017
The evolution of the self-serve customer service solution isn’t exactly headline news as we enter this new year. We all know that many, if not most, consumers today prefer to avoid interacting with a live customer service representative if a self-serve option is available.
Kayako
DECEMBER 22, 2016
The term ‘customer service’ evokes nostalgia for sales clerks in long aprons in country town emporiums. Some see it as the old-fashioned version of customer support. Many people can’t distinguish between terms ‘customer support’ and ‘customer service’.
ShepHyken
SEPTEMBER 20, 2017
National Customer Service Week is coming up the first week in October. This is a time to appreciate employees for doing a great job taking care of customers. And, of course, there is showing some love and appreciation to your customers. What makes good customer service?”
Steve DiGioia
FEBRUARY 2, 2016
Here are my… 6 Customer Service Facts for Every Business. ~~~~~~~~~~~~~~~~~~. “ I recognize that my paycheck comes from the customers who buy my product or service. I explain more in my Customer Experience Hamburger Podcast.
360Connext
DECEMBER 1, 2016
Hawaiians have a reputation for delivering stellar customer service. They seem to always maintain a genuinely warm and friendly manner when dealing with their clients, making it virtually impossible to feel dissatisfied even after experiencing some sort of service failure.
inContact
JUNE 14, 2016
I was astonished that they were able to steal customers in such a public fashion, and that the airline I’ve been loyal to didn’t care to fight back to keep me or to even resolve my issue. Your customers are on social media, they’re talking about you there and they expect you to be there, too.
ShepHyken
OCTOBER 4, 2017
This week is National Customer Service Week. Happy Customer Service Week! It became a book, officially titled, Be Amazing or Go Home: Seven Customer Service Habits that Create Confidence with Everyone. Delivering good customer service is a habit.
NewVoiceMedia
MARCH 16, 2017
Today’s new buzz words in the world of customer service are “customer engagement” and “ customer centric”. The concepts are very valid and important to create a relationship with the customer. The customer holds all the cards and the customer rules.
NewVoiceMedia
OCTOBER 2, 2017
One workshop participant asked this question about grading customer service excellence: “I’m designing a performance measurement system for our in-house technology team and have run into a disagreement with my boss. “He I also refer to this as “customer satisfaction.” “B”
Who's Your Gladys?
FEBRUARY 17, 2015
Customer Service customer service mindset customer service performance Listening passion performance Who''s Your Gladys? Compassion in Customer Service customer service article customer service training
NewVoiceMedia
MARCH 26, 2018
Three years ago, Gartner predicted that more than half of businesses would implement significant changes to improve customer experience by 2018. The estimated price tag of losing customers due to poor service has reached $1.6 according to Accenture’s Digital Disconnect in Customer Engagement report. Providing a seamless omni-channel service that makes sense for your customer base is essential.
Who's Your Gladys?
JUNE 13, 2017
Ever feel like the human connections in customer service are at risk? Even with advancements in artificial intelligence, combined with more use of chatbots and pre-recorded messages, creating strong, human connections with customers reigns supreme when it comes to customer loyalty.
Michelli Experience
FEBRUARY 7, 2017
I have been slow to accept that, from a service perspective, humans will ever be replaced by computers. While humans may not be fully replaceable, I do believe artificial intelligence and robots will displace a lot of service providers.
Who's Your Gladys?
DECEMBER 8, 2016
Extended customer service hours – the ability of your customer to reach you when they perceive that they need you – is an important part of the customer relationship. The post Are Extended Customer Service Hours Still a Thing?
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