The Five Best Things to Say to an Angry or Upset Customer

Shep Hyken

In a state of shock, instead of launching into the reason for the complaint email , my friend asked him, “How are you?” . He was referring to the complaint and how my friend wasn’t happy with his company’s product. . So, here are a few lines that customers love to hear.

What Customer-Centric Companies Must Do To Become Customer-Obsessed

Beyond Philosophy

In building relationships with customers, and value for them, my long-time observation is that most organizations tend to progress through several stages of performance as they are becoming truly customer-centric: a) customer awareness, b) customer sensitivity, c) customer focus, and d) customer obsession. Here is the ‘executive summary’ version of some conditions of each stage, and how the movement to customer obsession takes place within the enterprise.

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4 Customer Support Myths to Avoid

Return Customer

To someone who sees this as generic data, the implication is that a customer would propagate a poor experience to approximately 40% more people than a good experience. These are the facts that led brands to become more conscious about their customer support practices. That said, in trying to revamp their policies many brands lean into myths that make no business sense nor bring any customer satisfaction: 1. The Great Myth: The Customer is Always Right.

The Comprehensive Guide to Setup OKRs for Customer Success

SmartKarrot

Customers are the lifeblood of every successful business. Even if you develop the most groundbreaking product, your business won’t thrive unless it attracts and retains paying customers. Even though customer success has become the buzzword, not everyone gets it right.

Customer Care … CRM … Customer Experience — What’s the Difference?

ClearAction

Customer Care … CRM … Customer Experience — What’s the Difference? Customer Care … Customer Relationship Management … Customer Experience — what’s the difference? All of these terms are components of customer experience management (CEM), which is the broadest and deepest way of viewing customers and their role in the success of any organization (for-profit, non-profit, or government). The purpose of any organization is to serve a customer need.

CRM 60

Customer Care … CRM … Customer Experience — What’s the Difference?

ClearAction

Customer Care … CRM … Customer Experience — What’s the Difference? Customer Care … Customer Relationship Management … Customer Experience — what’s the difference? All of these terms are components of customer experience management (CEM), which is the broadest and deepest way of viewing customers and their role in the success of any organization (for-profit, non-profit, or government). The purpose of any organization is to serve a customer need.

CRM 55

What Is a Knowledge Base and Why Is It Useful?

Comm100

As companies everywhere see growing customer demand for self-service functionality in addition to their core service or support channels, knowledge bases play a large part in helping organizations to meet this need. It can be easy to get confused about the definition of a knowledge base, since it can encompass both a customer-facing self-service tool and an employee-facing internal resource, as well as potentially acting as both at the same time! Complaints resolution center info.