Only Delighted Customers Should Bounce Back: Tips to Help Online Merchants Prevent Chargebacks
Riding on the growing trend of online shopping are customer chargebacks. Here are some key ways to deal with them..
Three Ways to Boost Satisfaction for the Customer of the Future
Customer satisfaction has always been a key contact centre metric, but now increased emphasis on customer experience has made it a focus for many boardrooms..
How E-Commerce Businesses Can Thrive Amidst a Retail Crisis
Online shopping rates have never been higher as consumers continue to abandon traditional brick and mortars in favor of online e-tailers. The current retail crisis has created a real demand for speed, convenience and optimization in e-commerce, and in response, retailers are increasingly leveraging tech capabilities to create new ways to engage with consumers and … Read more
5 Secrets to Mind-Blowing Customer Service
Cindy Solomon invites you to check out these five secrets to creating a mind-blowing service culture..
Customers Love Talking About Great Service
New research shows that customers are just as likely to share a positive experience as a negative one. Read on to learn more..
Would You Like Manners with That?
A phone call from entrepreneur and customer service guru Kym Illman to his airline carrier recently ended in him providing the unwitting call centre staff member with some on-the-spot training in phone skills..
Can Artificial Intelligence Drive Customer Loyalty?
If you are greeted by name next time you enter your favorite store, don’t worry, it is not a prank, you might be witnessing AI at work..
Fix Your Processes to Avoid Moments of Misery
How many processes in your business can, because of human error, cause a Moment of Misery? Shep Hyken explores how some customer complaints can be avoided by making common-sense changes..
How Reducing AHT Can Cut Costs While Improving Customer Experience
No matter what industry you’re in, companies are always looking for ways to reduce operating costs and improve the bottom line. Executives often hone-in on the call center as a prime place to begin cutting costs, but are challenged with how to do so, without negatively impacting the customer experience. Rather than reducing staff or … Read more
3 Steps to Sustainable Customer Service Performance
Customer service is not just about how a representative reacts to an individual customer; it’s about how a company as a whole reacts to its customers on a long term, sustainable basis..
Big Candy Customer Service: What’s Your Hook?
I love when great hotels offer nice amenities. Some include a newspaper in the morning, complimentary bottles of water, a piece of chocolate on the nightstand—you get the idea..
Top 10 Worst Things to Say to Angry Customers
You may have great products but you can still have customer service problems caused by equipment failures or human error. While you can’t control external events, you can control what you say to upset customers..
Why a Satisfied Customer May Be Worse Than an Unsatisfied Customer
How are you tracking customer satisfaction levels with your customers? Are you asking whether they are satisfied? If so, you are probably not getting a true answer..
The State of Customer Experience 2017 – Report
Over 88% of organisations expect digital customer interactions to overtake voice by 2020 or sooner and 92% say customer experience can be linked to revenue, but just 29% are confident they can deliver a seamless customer experience across multiple channels, according to a new report, State of Customer Experience 2017 from West. Drawing on qualitative … Read more
Tips for Choosing a Call Center Service for Your Business
While the importance of customer service to the bottom line means that many business owners, managers, and customer support leaders will try to do everything themselves in this area, it can get very tricky trying to fit it all in every day..
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..
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..
LEGO Customer Service Rep Gives Awesome Response to Distraught 7-Year Old
We all know how kids love Lego and 7-year-old Luka is no exception. In fact Luka loves LEGO so much he spent all of his Christmas money on the new Ninjago Ultrasonic Raider set. Imagine his dismay when he lost one of his favorite Raiders, Jay ZX at the grocery store—especially after not listening to … Read more