How to Handle Customer Complaints: The 7 Do’s and Don’ts
Here are 7 ways to keep your customers happy and turn them into your best advocates.
Six Steps to Understanding the Digital Customer
Richard McCrossan looks at how customer service managers can take six steps to truly understanding digital customers.
Black Friday Customer Service: 5 Easy Steps to Success
Here are 5 ways to significantly impact the customer experience on Black Friday.
6 Customer Service Strategies to Set Your Business Apart
It takes customer service and more for a small company to compete in today’s world of big box stores, and the same business strategies that will set a small company apart are valuable tools for a company of any size.
Customer Service Strategy: To Serve and Protect
If you sincerely strive to “serve and protect” your customers, you will earn their trust and confidence. And over time, that translates into customer loyalty.
Time to talk? Automating Customer Conversations Could Be a Big Mistake
In the increasingly digitized consumer and business world, personal communications count for a lot.
3 Steps to Effective Customer Service Training
In this brief guide to customer service training, Ellen has broken the process down into three simple steps. Let’s jump right in.
Top 10 Ways to Create a Customer-Centric Culture
The basic premise to creating a customer centric culture is to start on the inside, with the employees. In this article we’ll get started with a list of the basics.
Marketing and Customer Service: A Match Made in Heaven?
In the future, we could see an integration of Customer Service and Marketing operating under a single budget.
Why You Should Resolve Customer Service Complaints Quickly
Some statistics on “complaint wait” – the shocking amount of time spent dealing with customer service failures.
Customer Service Week: Themes and Activities to Make Your Celebration Rock!
It’s Customer Service Week in October—and if you’re all out of ideas, do not despair, here are some awesome themes and activities.
Roadmap for Implementing a Successful Customer Experience Program
The benefits of a solid Customer Experience Program are huge but there are significant risks in “getting it wrong”. A sound roadmap will help “get it right”.
Is Mobile Enough? How to Create New Opportunities for Customer Engagement
63% of businesses are prioritizing mobile in order to create a relevant customer dialogue that attracts the ever-online customer, but is it enough?
How to Own the Customer Service Conversation
Do you take responsibility for your communication? Do you really think about what you want to communicate before stating a single word? Or do you just state the first thing that comes to mind?
Proactive Customer Service Means Connecting the Dots for Your Customers
One of the best ways to increase customer satisfaction is to encourage your staff to proactively “Connect the Dots” for your customers.
A False Choice: Who Comes First, Customers or Employees?
As the debate about whether employees or customers come first rages, Bob Thompson gives us his view on the subject.
Digital Customer Experience: Beyond the Feedback Hype
Digital customer experience is not just about collecting feedback, it’s about focusing on customer insight and follow-up action.
The Power of Word of Mouth: Give Your Customers Something to Talk About
Surprise customers with your awesomeness and they will spread the word.
Great Customer Service Is Much More than a Smile
A friendly smile and a pleasant demeanor are not in and of themselves the essence of great customer service.