Customer Service
10 Easy Ways to Improve Your Customer Experience
Poor customer experience (CX) leads to damaged reputations, negative brand perception, killed conversions, disengagement, loss of revenue (83 billion dollars lost in the USA alone according to Genesys), high customer attrition rates, as well as…
Customer Experience Versus Customer Service
One of the latest phrases that is being used is the customer experience. There is certainly a customer experience anytime a customer or potential customer interacts with the company. The following paragraphs outline some of…
Who Cares About Customer Loyalty?
Repeat customers, raving fans, angry backlashers, commodity shoppers. Oh boy, what a range of loyalty these represent. And in your years, you may have experienced all of these. Here’s another way to look at the…
A Year-End Customer Service Inventory: 5 Questions to Ponder
As we approach the end of the year and look forward to the next year of serving our customers and building profits, the following self-inventory will build our success: Are we becoming more or less…
9 Surefire Ways to Make Your Customers Happy
There is an oft-told legend about how Amazon CEO Jeff Bezos likes to make sure there is an empty chair at every company meeting: the chair represents the customers, so the most important ‘person’ is…
Are You Delivering Your Desired Brand Experiences?
One of the key indicators of branding success is how customers experience your brand. If their brand experiences don’t match your brand promises, the disconnect can truly hurt the brand and the organization’s ability to reach its strategic…
Customer Service Training is for Managers Too
Good managers know that customer service is the lifeblood of any successful company. It’s costly to run a business that is dependent on “new” customers. It’s far more cost efficient to focus on converting customers…
Why Putting the Customer First is a Profitable Strategy
As a provider of financial industry sales and service training for 20 years, I have been nothing short of horrified to learn about what Wells Fargo has been doing to their customers. It truly was…
Elephants and Customers Never Forget
According to a study by Dimensional Research on The Impact of Customer Service on Customer Lifetime Value, it turns out that elephants aren’t the only ones who never forget! Customers are right there with them, especially…
Why It’s Important to Engage Angry Customers on Twitter
Haven’t you ever tweeted about a poor customer experience, product, or service? I know I have. There’s something cathartic about sharing it in the Twittersphere. Well, now there’s a new study that shows how important it…
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