Customer Service
5 Tips to Disrupt Your Customer Service and Beat the Competition
We’re currently in the middle of a transformation, where digital technologies are disrupting the way we conduct our business. Customers are still at the center of every organization, however, and when customers change, your organization…
Give Your Customers the 5-Diamond Treatment
Retail sales are moving from brick-and-mortar stores to online, but doesn’t mean you can slack on your in-store service. In fact, customers rank in-store experience lower than digital and mobile experiences across all retailers. More…
Be a Customer Complaint Hero with These 9 Steps
Some people perceive customer complaints as a pain in the butt. I suggest they take a 180° turn on this attitude. Customer complaints are gifts! (Yes, you read that right.) Although most customers will not…
The Role of AI in Customer Experience
Trends in the customer service space are showing that by the year 2020, the use of chatbots, a form of artificial intelligence, will skyrocket by 1000%. While 86% of consumers want to enhance the experience…
Convenience is in the Eye of the Beholder
I have a message for you from your customers. This is something they want you to know: “I don’t really care how you would like me to communicate with you. I want you to offer…
Are You Good at Digital Customer Service?
Your small-medium business or nonprofit customers have high expectations when it comes to customer experience and service. “As connectivity becomes ubiquitous and customers grow used to conversational interactions with brands, immediacy has become vital. In…
The 4 Cs of Contact Center Customer Service
Recently I had to call the contact center of FootJoy regarding an order I had placed on their website for golf shoes. With a size 11 woman’s shoe, it is almost impossible to find golf…
The Like Element
We’ve talked several times about the concept that no one buys anything until they know, like and trust the company who is doing the selling. If you aren’t on their radar screen, they can’t possibly…
2 Simple Customer Experience Principles to Live By
Tommy Smothers of the Smothers Brothers – if you don’t remember them, look them up on YouTube – used to have a short comedy routine about golf with a title something like, “The 37 most…
Do Your Customers Give You Chances When You Screw Up?
Everyone makes mistakes. It’s part of human nature. But what happens when your business or organization makes a boo-boo? Do your customers forgive you completely? Well, according to a new study by Blis, most U.S. customers are unforgiving…
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