Effort and Responsiveness in Customer Service Impacts Customer Loyalty
Increasingly time-poor consumers often expect an organisation to know what they are contacting them about, and how to resolve any issues on demand..
Customer Service Articles
Welcome to our article library where you will find an extensive collection of customer service articles by expert authors.
Harnessing Social Media as a Contact Centre Channel
With social media firmly cemented in our daily lives, it’s no surprise that we are further utilising those channels to gain quicker and more personalised engagements with brands..
How to Ensure a Bespoke CRM System Continues to Add Customer Value
When a custom CRM is well mapped out from the outset, it should provide added value for customers on delivery and well into the future..
How to Provide a Great Experience for Your Conference Guests
When delegates pay to attend an event, they naturally want to gain a return on their investment and have a great customer experience..
Closing the Weakest Link: Call Centre Authentication
In the call centre industry, organisations are aiming to improve operational efficiency. But any gains made will all be lost if security is not factored into the equation..
Protecting Your Customers’ Data Before Disaster Strikes
When it comes to protecting customer data, avoiding complacency and staying agile are crucial to avoid being hit by a security breach..
Improve Customer Experience with Knowledge Management
A well-planned and maintained knowledge management system is the cornerstone of a successful customer experience strategy..
Customer Service: It’s the Little Things That Matter
It is often the small details that customers notice and remember more than the product they purchased. Pay attention to the little things and your customers will love you even more..
The Right Questions to Ask Your Customers
There are quite a few best practices out there to gain customer feedback to help improve your organization’s performance and growth. But are you asking the right questions?
Telephone Etiquette is Crucial to Customer Service
Telephone etiquette is a critical ingredient to making a positive first impression. Here’s what your employees need to know..
5 Customer Service Lessons from the Mall of America
Rick Conlow gained some key lessons from his customer service survey conducted at the Mall of America..
Nobody Goes There Anymore… It’s Too Crowded!
When your business becomes so successful that you can’t serve your customers, you need to get creative. Shep Hyken explains..
TRUST – A Priceless Commodity
Dr Valerie Bram shares some key insights into how companies can ensure they don’t lose their customers’ trust..
Service is Transforming: Is Your Organization Keeping Up?
For those organizations that may still be behind the curve, here are some ways to catch (and keep) up in today’s fast moving world of customer service..
Business Effectiveness – and Doing the Right Things
The key is to implement things that are effective and actually work for customers and the business – not just to satisfy an auditor..
Customer Understanding Is the Key to Growth
When we examine the concept of understanding customers in 2019, there are three trends to keep in the forefront of your strategic vision..
Create the Love…Talk to Your Customers
Why wouldn’t you love your customers? They’re keeping you in business. It’s up to you to set the stage for some powerful long-term successful relationships by simply… showing some love..
What Companies Get Wrong About the Customer Experience
Your customers are the ones that shape your growth, define your offerings, and pay the bills. But are you getting the customer experience wrong?
Customer Service: Doing the Right Thing
When it comes to taking care of customers, sometimes people go a little further than expected. Shep Hyken reveals how a taxi driver went the extra mile..