5 Reasons Companies Fail at Customer Service
There are a number of reasons why companies fail at customer service. Sometimes it’s not what you are supposed to do, but what you should avoid doing..
Customer Service Articles
Welcome to our article library where you will find an extensive collection of customer service articles by expert authors.
Why Customer Service Employees Need Guidelines Not Just Rules
Management must trust their staff enough to establish guidelines with a degree of autonomy and flexibility when it comes to making decisions..
3 Ways to Commit to Delivering First Class Customer Service
Customer service excellence is a continuous, ongoing process. Here are some key ways to deliver first class service..
How to Deliver an Exceptional Customer Service With Your Contact Centre
The trends and challenges impacting contact centre people, processes and technology, illustrated with case studies and in-depth Interviews with customer service leaders..
Analytics Breakthroughs: How to Really Know What Your Customer Wants from You
In business today, excellence in customer experience is not just a buzzword, it is an absolute necessity. Learn how analytics can play a key role in identifying and understanding your customers’ needs..
Are You Prepared for the Hidden Side of Social Media?
In today’s digitally connected world it’s critical that you don’t sit on the sidelines and observe—you must actively engage with your customers. Elena Lockett at FM Outsource, digs deeper into the hidden side of social media..
7 Signs of Legendary Customer Service
The possibility to provide exceptional service is available to almost any company—if it believes in its people, is willing to innovate, and really cares about their customers’ experience..
3 Things to Learn from this Amazing Customer Service Story
A recent segment on the CBS Sunday Morning show had an amazing customer service story. Shep Hyken shares the experience and highlights three things we can learn from it..
In Customer Service, Your People Are NOT Your Most Important Asset
In the book Good to Great, Jim Collins writes that “People are not your most important asset. The right people are.” Bill Quiseng explains..
4 Strategies for Strengthening Customer Relationships
How to maintain positive customer relationships by working to meet your customers’ needs, wants and expectations..
The Global State of Customer Experience 2016
This in-depth research report written by CX Network looks at the key customer experience trends, challenges and investments for the next 12 –18 months..
Dare to Care: Why You Can’t Script Sincerity in Customer Service
Learn why your customer service team must have empathy, sympathy, patience, tolerance, understanding, passion and, of course, sincerity..
Why Customer Satisfaction Surveys Backfire
Are you following the trend of conducting customer surveys? You might want to think again. In this article John Tschohl argues that developing your leadership team and workforce to provide superior service is a better use of resources..
Four Steps to Increase Customer Retention
In these days of fierce competition, it’s crucial to do everything that you can to protect your customer base. Errol Allen explains how..
7 Tips to Improve the Customer Experience
Continuously changing and improving the customer experience will help you develop deeper customer relationships over time..
How to Provide a Better Customer Experience by Going the Extra Mile
Shep Hyken looks at the simple concept of going the extra mile—giving customers more than were hoping to get..
Five Ways to Turn Your Customers into Raving Fans
Providing good customer service just isn’t enough anymore. Encourage your team to take customer service from bland and boring to knock-your-socks-off spectacular with these five tips..
Do You Have a Call Center or a Relationship Center?
Dave Murray explores two ways to turn your call center into a center for building excellent customer relationships..
Three Low Cost Ways to Improve Customer Service
Here are three ways to dramatically improve the value of customer service as perceived by your customers..