Lose the Customer’s Confidence and You Lose the Customer
Following a poor customer service experience with his bank, Shep Hyken discusses the importance of customer confidence..
Customer Service Articles
Welcome to our article library where you will find an extensive collection of customer service articles by expert authors.
How to Deliver Moments of Magnificence to Your Customers
Few companies deliver ‘Moments of Magnificence’ to their customers. It shouldn’t be that way. It doesn’t have to be that way..
What’s Your NPS? A Quick Guide to the Net Promoter Score
Analysis shows companies that achieve long-term profitable growth have Net Promoter Scores two times higher than the average company. Learn more about the NPS system in this quick guide..
8 Simple Ideas to Improve Customer Satisfaction
As operational complexity takes its toll on the service industry, it’s important we keep our focus on the customer. Ron Kaufman offers 8 ideas to achieve customer satisfaction by keeping it simple..
How Brands Can Build Customer Trust of Chatbots: Make Them Smarter
When it comes to customer service chatbots, today’s online shoppers have trust issues. Lior Bachar shares his ideas on how to build that trust by making chatbots smarter..
15 Ways to Conduct Successful Customer Focus Groups
With prior planning focus groups can provide valuable information for your business. Here are 15 important points to help you make your next customer focus group a success..
How to Be a Great Customer Service Representative
If you want to become a great CSR, you’ll have to focus on a few essentials. Here are some of the most important skills you need to succeed..
Why Blaming Your Frontline Will Never Lead to Service Quality
Successful companies are those that stop putting all the blame on employees and work to enhance frontline processes and tools—fixing the processes that cause the problems..
3 Words You Never Want Your Customers to Say
In the world of customers service, there are three little words you never want your customers to say. Dr. Dennis Rosen reveals what they are and how you can avoid them..
Proven Strategies That Build Customer Loyalty
Many organizations struggle to find ways in which they can build customer loyalty and reduce customer churn. In this article, Bob Lucas offers some proven ways to create loyal customers..
Why CRM is Essential for Effective Contact Centre Engagement
By combining great CRM and contact centre infrastructure together, smart things can be done to enhance the customer experience. Colin Hay explains..
Give the Gift of Presence: How to Improve Trust with Your Customers
Trust is an absolutely essential part of customer service, as well as business in general. Here are some ways to create trust by choosing to be fully present when communicating with customers..
4 Ways Leadership Can Build a Superior Service Culture
Building and sustaining a superior service culture needs the support of committed service leaders and aligned leadership teams. Leaders must set a clear vision, inspire dedicated action, provide effective education, and cultivate a conducive environment..
5 Easy Steps to Top-Notch Customer Service
You can’t just pay lip service to the idea of improving your customer service—you have to take dedicated action to do it right. Here are five easy ways to help you create top-notch customer service..
7 Trends in Customer Service Expectations
Due to the rapidly changing world in which we live, customer expectations continue to shift dramatically. Find out the latest trends..
Customer Service Strategy: Is the Customer Always Right?
“The customer is always right!” Many businesses live by and preach this phrase. But is it true?
Lessons Learned for Proactive Customer Service
Shep Hyken reflects on some lessons learned from an encounter with a proactive customer service coordinator..
4 Customer Service Styles that Need to Go
The whole notion of good old fashioned customer service seems to be disappearing quickly. Is it due to these customer service “styles”?
4 Words You Should Never Hear in Customer Service
It happens all of the time. A customer makes some kind of special request. It’s not that it is all that special. It’s just not the norm. And, the first response from the employee is, “We can’t do that.”