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..
Customer Service Articles
Welcome to our article library where you will find an extensive collection of customer service articles by expert authors.
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..
Six Ways to Improve Your Customer Relationships
The benefits of strong customer relationships are many. Repeat sales, sustainability and growth as well as lower customer acquisition costs are among the reasons why it is important to forge strong bonds with your customers..
3 Ways to Strengthen Your Emotional Connection with Your Customers
Your customers are not loyal. The truth is that 75% of your customers would gladly do business with the competition—because companies have not created the emotional connection that creates customer loyalty and advocacy..
Do unto Employees: Why Great Customer Service Relies on Respect from the Top
It’s a well known fact that happy employees mean happy customers. Adzuna’s Stephen Pritchard looks at some ways you can treat your employees better and as a result, improve your customer service..
Customer Service: The Need for Speed
When you resolve situations quickly and effectively, customers will pay you back with continued or increased loyalty. John Tschohl looks at four leading companies who have built their success on delivering fast customer service..
Do You Know Your Customer’s Lifetime Value?
A recent study said that four in 10 senior executives in large companies don’t know the lifetime value of their customers. Surprised? Here are six steps to understanding and applying a customer’s lifetime value..
How to Handle Upset Customers with Empathy
We’ve all had those customers that come looking for an argument when an issue arises. The number one way to win them over? Use empathy..
How to Use Twitter to Improve Customer Service
Businesses are failing to adequately address the concerns their customers are posting on social media, citing poor response times and a lack of understanding or appreciation of the problem as being the main issues. Here are my top tips to getting it right..
12 Steps to a Customer-Focused Culture
More and more organizations are recognizing just how important a deliberate and intentional customer-focused culture is, but few companies do it well. Here are 12 simple steps to ensure your organization is maximizing this important competitive advantage..