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This penchant for technology has shaped their consumer behavior and preferences, and brands must tailor their customerservice strategies to suit Millennials’ attributes. Key preferences to consider in Millennial generation customerservice: Text me, I don’t like to talk: Millennials prefer to communicate over text messaging and rarely make phone calls. They demand highly convenient and fast service. Self-service platforms. Know your customer. MORE
So, here’s the question to consider: What small change will enhance the experience for the customer, even if it is just by 1%? My friend and client, Jason Bradshaw of Volkswagen in Australia, was tasked with improving the customer experience for the VW dealerships. MORE
I’ve written about the customerservice gap before. The second version of the gap focused on narrowing the distance between you and your customers. The closer you are to your customers, and the more you are meeting their needs, the narrower the gap is between you and your customer. This also puts your competition further away from your customers. In a truly customer-focused organization, you might even see the gap reversed. MORE
We’re wrapping up CustomerService Week 2020 with themes, activities and comments from Fara Haron of Majorel, Mark Pereira of Briljent, and Centrical’s Gal Rimon. Employee Experience agent appreciation agent motivation call center contact center COVID-19 CustomerService Week employee engagement employee recognition virtual events MORE
Each week I read a number of customerservice and customer experience articles from various resources. Five Customer-Service Lessons From the Late Tony Hsieh by Ann-Marie Alcántara. Six Steps for Improving Customer Engagement and Loyalty by Genelle Kunst. MORE
She shares a 3-step guide on how to improve the employee experience while maximizing customer engagement. Where would a business be without a customerservice team? There’s no denying that without an effective customerservice team , a business would fall apart. MORE
Some people claim that customerservice is getting worse. Customers are getting smarter and expecting more. The customerservice “bar” is raised by great companies who teach us what good customerservice should be. And, when there is a customerservice “horror story,” it seems to stand out much more than when everything is right and works the way it’s supposed to. The post No Toilet Paper – Is CustomerService Getting Worse? MORE
What gets in the way of creating a great customerservice experience for you and/or your organization? Is it a process that is clunky, inconvenient and difficult for the customer? This is similar to an exercise that we do in our customerservice workshops. MORE
Every week, I’m asked, “What is changing in customerservice?” The expected answer is that I’ll talk about all the new ways customerservice and support is conducted – and I do. There’s self-service solutions that include robust frequently asked questions and video. There’s social media customerservice with multiple channels like Facebook and Twitter. If you look at what customerservice is, it is the same as it was fifty years ago. MORE
Some people are just naturally good at providing great customerservice. I realized that there was a point in my life that I could look back and say, “That’s when I knew I was passionate about taking care of customers.” That was my “CustomerService DNA.”. Before the first snowfall, I had secured 15 customers in the area. He did, and my customers never knew there was a problem. That’s my customerservice DNA. MORE
A keen and faithful observer can see many takeaways that relate to the way we offer service. I’ve already written about Bigfoot CustomerService and Landscaper CustomerService. So, what can the Mandalorian teach you about your customerservice? MORE
You call the customerservice hotline. A pleasant customer support agent picks up the phone and enthusiastically greets you, ready to help resolve your problem or answer your question. The friendly voice comes on after you, the customer, may have already spent 30 minutes holding. MORE
National CustomerService Week is coming up the first week in October. This is a time to appreciate employees for doing a great job taking care of customers. And, of course, there is showing some love and appreciation to your customers. What makes good customerservice?” While all that – and more – can create good customerservice, there is an even bigger answer. We cannot determine if we give good customerservice. MORE
I like to call it “ landscaper customerservice ”. Whether I’m home or not their service is the same. How Can You Get Landscaper CustomerService? Great Teams = Great Service. RELATED POST > Bigfoot CustomerService. MORE
This week is National CustomerService Week. Happy CustomerService Week! It became a book, officially titled, Be Amazing or Go Home: Seven CustomerService Habits that Create Confidence with Everyone. Delivering good customerservice is a habit. You practice it day after day on real customers. You may even get special customerservice training. MORE
Each week I read a number of customerservice and customer experience articles from various resources. Enjoy this article that focuses on creating positive memories for your customers. How to Win Over your eCommerce Customers’ Loyalty? MORE
Always thinking about how everything in life ties to customerservice, I wondered, “What is a good recipe for customerservice?” Leadership defines the customerservice and CX vision for everyone to follow. MORE
Two staple examples are “The customer is always right” and “It’s more expensive to acquire a new customer than to keep an existing one”. But for me, this is… CustomerService Fact #1. I realize that my paycheck comes from the customers who buy my product or service. MORE
And of course, one of my favorite “holidays” is National CustomerService Week , which happens the first full week of October each year. Traditionally, CustomerService Week has been the time to highlight and celebrate the great work employees do to take care of their customers. MORE
Many companies have a great focus on providing an excellent or, as I like to call it, amazing customerservice experience. They do customerservice training during the onboarding process. Customerservice training doesn’t have to be so formal. The repetition of the message—which can be as simple as customerservice is important —is the key to sustain the power of their initial training. MORE
Each week I read a number of customerservice and customer experience articles from various resources. Make Every Day Valentine’s Day by Showing Love and Empathy to Customers by Janelle Estes. Love (in the metaphorical sense) and appreciate your customers year-round. MORE
Customerservice is what I’m all about. It is my life’s mission to help companies create a customerservice experience that customers think is amazing. But, surely some company that is totally focused on their customers would already own it. Well, it was expensive, at least by my standards… unless I wanted to have an asset that would brand me to customerservice forever. These are the brands known for amazing service. MORE
Throughout it all, frontline customerservice staff across industries have stepped up to help companies and brands maintain a positive, reassuring presence for their customers. This has been a grueling year—a marathon of fear, uncertainty and constant course-corrections. MORE
Sh e provides tips and examples of how to improve the customer experience with automated support emails. Email automation is a way to keep your customers happy. With automation, you improve the quality of communication and keep customers updated in a timely manner. MORE
Along those lines, I want you to come up with a customerservice promise. For some companies, their tagline is their customerservice promise. For example, Zappos.com ’s tagline is Powered by Service. Three words that exhibit a commitment to the customer. And, that love they show their clients is in the form of delivering amazing customerservice, keeping promises to customers and more. MORE
In our second post on CustomerService Week 2020, Sitel Group’s Olivier Camino and Sweetwater’s Jeff Ostermann provide insights into their companies’ employee experience cultures and highlight CSW activities to engage and support their teams. MORE
She shares tips and tricks on how to create a Disney-like customerservice experience. Delivering excellent customerservice is an art. This era belongs to creating valuable and stellar experiences for the customers. Always Ask For Customer Feedback. MORE
Call me boring, but I want the same thing every time—at least when it comes to customer experience. We want our customers to always have a good experience with us—one they can count on always happening every time they do business with us. MORE
On a typical day, most customers will understand what you mean even if you use less-than-graceful words when you speak or write. For example, lots of customers dislike the phrase “No problem!” but they’ll look past it if you’re providing great service. MORE
Customerservice operations in the hardest-hit industries are still struggling to perform at the most basic level. Customers have taken to social media and have even reached out to the media to share accounts of their time-consuming efforts spent […]. MORE
It’s almost a given that every company has some form of a customerservice department. Even the smallest companies – with just one solo entrepreneur – will act as if they have a customerservice department. Why do people reach out to the customerservice department? So, understanding that, why would a company choose to deliver an amazing customerservice experience to just some of their customers and not to every customer? MORE
I recently wrote an article in Forbes about how to get customers to pay more. The focus, of course, was on customerservice and experience. Research has irrefutably proven that customers will pay more for a better experience. MORE
No company wants to receive complaints about bad customerservice, but even companies that strive to create exceptional customerservice will occasionally disappoint a customer. Here are four steps to move the customer from angry to heard. MORE
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Customerservice operations in the hardest-hit industries are still struggling to perform at the most basic level. Customers have taken to social media and have even reached out to the media to share accounts of their time-consuming efforts spent […].
Always thinking about how everything in life ties to customerservice, I wondered, “What is a good recipe for customerservice?” Leadership defines the customerservice and CX vision for everyone to follow.
So, here’s the question to consider: What small change will enhance the experience for the customer, even if it is just by 1%? My friend and client, Jason Bradshaw of Volkswagen in Australia, was tasked with improving the customer experience for the VW dealerships.
Today’s most successful brands understand how great customer support can grow their bottom line. Having provided outsourced customer support to some of the world’s top brands, we know what works, and now we’re sharing that with you.
She shares a 3-step guide on how to improve the employee experience while maximizing customer engagement. Where would a business be without a customerservice team? There’s no denying that without an effective customerservice team , a business would fall apart.
On a typical day, most customers will understand what you mean even if you use less-than-graceful words when you speak or write. For example, lots of customers dislike the phrase “No problem!” but they’ll look past it if you’re providing great service.
A keen and faithful observer can see many takeaways that relate to the way we offer service. I’ve already written about Bigfoot CustomerService and Landscaper CustomerService. So, what can the Mandalorian teach you about your customerservice?
What gets in the way of creating a great customerservice experience for you and/or your organization? Is it a process that is clunky, inconvenient and difficult for the customer? This is similar to an exercise that we do in our customerservice workshops.
I recently wrote an article in Forbes about how to get customers to pay more. The focus, of course, was on customerservice and experience. Research has irrefutably proven that customers will pay more for a better experience.
Throughout it all, frontline customerservice staff across industries have stepped up to help companies and brands maintain a positive, reassuring presence for their customers. This has been a grueling year—a marathon of fear, uncertainty and constant course-corrections.
On a typical day, most customers will understand what you mean even if you use less-than-graceful words when you speak or write. For example, lots of customers dislike the phrase “No problem!” but they’ll look past it if you’re providing great service.
In our second post on CustomerService Week 2020, Sitel Group’s Olivier Camino and Sweetwater’s Jeff Ostermann provide insights into their companies’ employee experience cultures and highlight CSW activities to engage and support their teams.
And of course, one of my favorite “holidays” is National CustomerService Week , which happens the first full week of October each year. Traditionally, CustomerService Week has been the time to highlight and celebrate the great work employees do to take care of their customers.
You call the customerservice hotline. A pleasant customer support agent picks up the phone and enthusiastically greets you, ready to help resolve your problem or answer your question. The friendly voice comes on after you, the customer, may have already spent 30 minutes holding.
Sh e provides tips and examples of how to improve the customer experience with automated support emails. Email automation is a way to keep your customers happy. With automation, you improve the quality of communication and keep customers updated in a timely manner.
Speaker: Vicki Brackett, Author and COO of Sinousia
Author of the new book The Leadership Toolbox and Chief Operating Officer of Sinousia, Vicki Brackett shares creative and proven ways to engage your employees in either work at home environment or traditional brick and mortar. These strategies have been vetted by thousands of employees and have a track record of making immediate impact to customer service satisfaction scores, sales conversion, absenteeism and employee retention. When it comes to employee performance, you must be proactive on the front-end, or you are forced to be reactive on the back end!
No company wants to receive complaints about bad customerservice, but even companies that strive to create exceptional customerservice will occasionally disappoint a customer. Here are four steps to move the customer from angry to heard.
This penchant for technology has shaped their consumer behavior and preferences, and brands must tailor their customerservice strategies to suit Millennials’ attributes. Key preferences to consider in Millennial generation customerservice: Text me, I don’t like to talk: Millennials prefer to communicate over text messaging and rarely make phone calls. They demand highly convenient and fast service. Self-service platforms. Know your customer.
Two staple examples are “The customer is always right” and “It’s more expensive to acquire a new customer than to keep an existing one”. But for me, this is… CustomerService Fact #1. I realize that my paycheck comes from the customers who buy my product or service.
I’ve written about the customerservice gap before. The second version of the gap focused on narrowing the distance between you and your customers. The closer you are to your customers, and the more you are meeting their needs, the narrower the gap is between you and your customer. This also puts your competition further away from your customers. In a truly customer-focused organization, you might even see the gap reversed.
Speaker: Richard Kenny, Sr Marketing Manager - Contact Center, Poly; Roger Lee, VP Customer Success, Gridspace; and Ron Owens, SVP Operations, Avtex
Join CCNG's Fireside Chat for an interactive and energetic discussion as CCNG members share insights and predictions for 2021. Industry experts from Avtex, Poly, and Gridspace will share what they have learned in 2020 to help us prepare for 2021. Each participant will provide recommendations on how to address people, process, technology, and strategy as we continue to serve the needs of our employees and customers in an ever-changing customer service business environment. You will walk away with a revised vision for 2021 and actionable steps to take to better provide for your employees and customers alike.
Along those lines, I want you to come up with a customerservice promise. For some companies, their tagline is their customerservice promise. For example, Zappos.com ’s tagline is Powered by Service. Three words that exhibit a commitment to the customer. And, that love they show their clients is in the form of delivering amazing customerservice, keeping promises to customers and more.
Each week I read a number of customerservice and customer experience articles from various resources. Five Customer-Service Lessons From the Late Tony Hsieh by Ann-Marie Alcántara. Six Steps for Improving Customer Engagement and Loyalty by Genelle Kunst.
I like to call it “ landscaper customerservice ”. Whether I’m home or not their service is the same. How Can You Get Landscaper CustomerService? Great Teams = Great Service. RELATED POST > Bigfoot CustomerService.
National CustomerService Week is coming up the first week in October. This is a time to appreciate employees for doing a great job taking care of customers. And, of course, there is showing some love and appreciation to your customers. What makes good customerservice?” While all that – and more – can create good customerservice, there is an even bigger answer. We cannot determine if we give good customerservice.
Speaker: Richard Kenny, Sr Marketing Manager - Contact Center, Poly; Roger Lee, VP Customer Success, Gridspace; and Ron Owens, SVP Operations, Avtex
The new year is just around the corner. It's time to plan for the ever-changing needs within our industry. On December 3rd, join CCNG's first ZOOM Fireside panel discussion. It will be both interactive and energetic as several CCNG members share insights and predictions for 2021. Join industry experts from Aria, Poly, and Gridspace as they share what they have learned in 2020 in order to prepare us for 2021. Each participant will provide recommendations on how to address people, process, technology, and strategy as we continue to serve the needs of our employees and customers in an ever-changing customer service business environment. Bring your questions and lessons learned to share with the group! Sign up today! You will walk away with a revised vision for 2021 and actionable steps to take to better provide for your employees and customers alike. Learn how to address, manage and utilize: People Process Technology and Implementation Strategies for 2021.
This week is National CustomerService Week. Happy CustomerService Week! It became a book, officially titled, Be Amazing or Go Home: Seven CustomerService Habits that Create Confidence with Everyone. Delivering good customerservice is a habit. You practice it day after day on real customers. You may even get special customerservice training.
Each week I read a number of customerservice and customer experience articles from various resources. Make Every Day Valentine’s Day by Showing Love and Empathy to Customers by Janelle Estes. Love (in the metaphorical sense) and appreciate your customers year-round.
Some people are just naturally good at providing great customerservice. I realized that there was a point in my life that I could look back and say, “That’s when I knew I was passionate about taking care of customers.” That was my “CustomerService DNA.”. Before the first snowfall, I had secured 15 customers in the area. He did, and my customers never knew there was a problem. That’s my customerservice DNA.
Customerservice is what I’m all about. It is my life’s mission to help companies create a customerservice experience that customers think is amazing. But, surely some company that is totally focused on their customers would already own it. Well, it was expensive, at least by my standards… unless I wanted to have an asset that would brand me to customerservice forever. These are the brands known for amazing service.
Speaker: Noel Roberts, CTO and VP of Marketing, Aria Solutions
Join CCNG member Noel Roberts of Aria as he discusses how to leverage chatbots to deliver excellent customer service that improves the customer experience and drives ROI. We’ll look at some of the challenges facing organizations, including common pitfalls, and will recommend ways to avoid them.
We’re wrapping up CustomerService Week 2020 with themes, activities and comments from Fara Haron of Majorel, Mark Pereira of Briljent, and Centrical’s Gal Rimon. Employee Experience agent appreciation agent motivation call center contact center COVID-19 CustomerService Week employee engagement employee recognition virtual events
Call me boring, but I want the same thing every time—at least when it comes to customer experience. We want our customers to always have a good experience with us—one they can count on always happening every time they do business with us.
Many companies have a great focus on providing an excellent or, as I like to call it, amazing customerservice experience. They do customerservice training during the onboarding process. Customerservice training doesn’t have to be so formal. The repetition of the message—which can be as simple as customerservice is important —is the key to sustain the power of their initial training.
Each week I read a number of customerservice and customer experience articles from various resources. Enjoy this article that focuses on creating positive memories for your customers. How to Win Over your eCommerce Customers’ Loyalty?
Speaker: Chris Bauserman, VP Segment and Product Marketing, NICE inContact
Building a best-in-class customer service team and customer-centric organization is a marathon, not a sprint. Join CCNG and Chris Bauserman, VP Segment and Product Marketing for NICE inContact, for a discussion and set of tools that you can use to benchmark your operations and identify the next best action your organization can take to build your CX of the future.
It’s almost a given that every company has some form of a customerservice department. Even the smallest companies – with just one solo entrepreneur – will act as if they have a customerservice department. Why do people reach out to the customerservice department? So, understanding that, why would a company choose to deliver an amazing customerservice experience to just some of their customers and not to every customer?
Some people claim that customerservice is getting worse. Customers are getting smarter and expecting more. The customerservice “bar” is raised by great companies who teach us what good customerservice should be. And, when there is a customerservice “horror story,” it seems to stand out much more than when everything is right and works the way it’s supposed to. The post No Toilet Paper – Is CustomerService Getting Worse?
Every week, I’m asked, “What is changing in customerservice?” The expected answer is that I’ll talk about all the new ways customerservice and support is conducted – and I do. There’s self-service solutions that include robust frequently asked questions and video. There’s social media customerservice with multiple channels like Facebook and Twitter. If you look at what customerservice is, it is the same as it was fifty years ago.
She shares tips and tricks on how to create a Disney-like customerservice experience. Delivering excellent customerservice is an art. This era belongs to creating valuable and stellar experiences for the customers. Always Ask For Customer Feedback.
In today’s hyper-competitive market, every business must become a customer experience-first business. Customer satisfaction has become more important than price or any individual feature. Read the new Tractica white paper to learn how important conversational AI is to your CX strategy.
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