Always Keep Your Promises

To develop a strong brand, you have to get customers to know your value proposition. They should know what makes you different from your competitors. But it’s not enough for them to just know what you say makes you different; they should know from seeing you fulfill your promises.

Designing a Customer Experience That Drives Results

Good customer service is not good enough. Everyone boasts good customer service, but everyone doesn’t deliver memorable and targeted customer experiences. In my experience as...

25 Amazing Customer Service Statistics

Here are some customer service statistics that demonstrate the power of a positive customer service experience.  Note each statistic is provided with a reference...

Why Do You Lose Customers?

You need to know what you’re doing right, but you should also know what you’re doing wrong; that’s the only way you can ever improve. A valuable resource is your ex-customers. Find out why they left and what you can do to resolve their concerns and problems they see.

A Bad Customer Service Example Set by a Manager

Learning experiences are everywhere, and in customer service, you can learn from the bad experiences as well as the good. I had a bad experience the other night, while having dinner at a favorite restaurant.

7 Tips to Deal with Unhappy Customers and Improve Customer Experience

No one likes to receive a complaint—but complaints are worth their weight in gold if an organization learns from them and then uses the...

Proactive vs. Reactive Customer Service

In preparation for a presentation to a client recently, I was asked to stress proactive vs. reactive service. They complimented their account reps on being very good at reactive, but saw the need to go to the next level and be more proactive.

Purposeful Customer Service

When it comes to customer service, hope is not a strategy. Customer service must be purposeful. You can hire the nicest people in the world, but you still must give them direction, teach the best practices, and continue to reinforce your customer service strategy so that employees are continuously reminded and motivated on what and how to deliver your brand of customer service.

Stop Limiting Your Ability to Deliver Great Customer Service!

Marketing and customer service are the two thickest pillars of any real business, so having adequate means to fulfill both of these is paramount.

Personality Matters: 3 Traits for Call Center Agents

Call centers have consistently high turnover rates. Turnover rates as high as 20 percent are considered “low,” and some call centers even have the distinction of...

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