Social media is a great customer service tool that is rarely used to its full potential. While companies may monitor sites such as Facebook and Twitter to know what customers are saying about them, they don’t often take full advantage of those sites to deliver value-added content.
Operationalizing a Customer Service Culture
Building the ideal corporate culture doesn’t happen by chance. If you are a leader of a company or organization and you want to instill a customer service culture, how do you make it happen?
5 Customer Service Tactics to Increase Sales
To be truly effective, customer service must permeate the culture of a company. It is everyone’s job. Hire the right people for the job—selling and serving the customer—and train and motivate them to engage with each customer to provide an amazing customer service experience.
The Two Sides of Customer Service Training
For any business to deliver good customer service, its employees must have both the attitude and the skills. The best companies know this, and through hiring and training make sure their employees have both.
If Customers Can Own Our Brand, They Can Also Own Our Business
Is a customer loyalty program really a loyalty program? Does the typical customer enrolled in the program feel some sort of connection beyond the rewards, points or discounts they receive?
Customer Service Must Be Deeply Rooted in Company’s Culture
The bottom line is that to be the best place to buy you must be the best place to work. Here is your best tactic: Treat your employees the way you want your customers to be treated—maybe even better!
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.
Customer Congruency: What Are We Promising Our Customers?
As a business, we try to get our customers to perceive us a certain way. In the end, the customer determines if we have succeeded. What promises are we making to our customers?
Creating a 140-Character Brand Promise
Can you state your brand promise in 140 characters or fewer? And, more importantly, do you deliver on it? Would your customers be able to answer with your company’s name by simply reading the short, concise description?
Is Your Customer Loyal to You or Your Price?
What would happen if you were just a little higher priced than your competitor? How would your customers react? Would your loyal customers continue to do business with you, in spite of your higher price?
