INDUSTRY INSIGHTS YOUR PEERS ARE READING
As the first generation of digital natives to enter the workforce, they changed how businesses interact with customers, forcing these companies to rethink how to deliver exceptional customer service. . What does that mean for your customer service teams? MORE
This week we released part two of our Agent Experience Index survey covering the gig economy and how customer service agents feel about it. Currently, 16% of customer service agents are working in the “gig economy” and we expect that number to continue to rise. MORE
Advertising disclosure: We are a participant in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means for us to earn fees by linking to Amazon.com and affiliated sites. "I Customer service teams have a lot of goals. MORE
Call center representatives are a vital part of the front line, there to help customers when they have questions or problems, and as such, they have the power to strengthen (or weaken) the customer relationship. Some customer problems can be solved in a public forum for all to see. MORE
Customer Service Blog customer-service-storiesWe've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us. MORE
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I’ve written about the customer service gap before. The second version of the gap focused on narrowing the distance between you and your customers. This also puts your competition further away from your customers. Here are just a few ideas: Survey your customers. MORE
Customer Service Blog customer-service-trainingWe've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us. MORE
140 
Top Customer Service Influencers Give Top Customer Service Tips. Recently Fit Small Business asked a group of the top customer service influencers about their top customer service tips. What was my top customer service tip? MORE
Every week, I’m asked, “What is changing in customer service?” The expected answer is that I’ll talk about all the new ways customer service and support is conducted – and I do. There’s self-service solutions that include robust frequently asked questions and video. MORE
Amongst all the hype of customer experience, AI, chatbots and real-time personalisation, don’t forget that staff still need excellent customer service training – no matter how successful your company is right now! MORE
Some people are just naturally good at providing great customer service. 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 “Customer Service DNA.”. MORE
customer-service-techniquesWe've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us. MORE
166 
Language is important not just to how we communicate with our customers but to how we communicate with ourselves. The right words can put an irritated customer at ease and help you approach difficult situations with greater ease. We want you to know we value you as a customer. MORE
Customer Service VideoWe've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us. MORE
167 Customer Service Video customer-service-techniquesWe've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us. MORE
135 
National Customer Service 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 customer service?” MORE
Last week’s post offered a brief look back at a couple of social customer care pioneers—two companies that led the industry in 2009 by demonstrating how customer service could be delivered through social channels. MORE
This week is National Customer Service Week. Happy Customer Service Week! It became a book, officially titled, Be Amazing or Go Home: Seven Customer Service Habits that Create Confidence with Everyone. Delivering good customer service is a habit. MORE
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Customer service increased expectations, which give the customer a sense of satisfaction. This creates customer loyalty. Customer starts to establish trust & confidence in brands. Most of the customer, if thinking of making purchase look first at raw products. MORE
The time for annual Customer Service Week is rapidly approaching! This is a week to celebrate and recognize those hardy souls who have chosen to become customer service professionals. Take the time to remind them that everyone is in customer service. MORE
Social customer service has come a long way since I first wrote about it in Pipeline eight years ago (“The Impact of Word of Mouth in the Web 2.0 Social Customer Care call center contact center social customer service user experience MORE
Happy Customer Service Week! No doubt you’ve already planned a week-long celebration for your customer care team that includes daily activities and recognition for their dedication and hard work. MORE
Call Center Contact Center Customer Service Leadership Videos Brad Cleveland Call Center Management On Fast Forward MORE
Recently, I was reminded of an article the Institute’s Evergreen Journal published on delivering great customer service. The article, “Great Customer Service on a Shoestring Budget,” is available here. MORE
When it comes to creating an exceptional service culture, nothing is more important than a team’s ability to collaborate well. MORE
Consumers say Customer Service is important to them when choosing a brand and forming loyalty with it. 97% of Customers believe that Customer Service is important to them when they choose where they do business. Customers are a demanding lot. MORE
Social Customer Service Self-Service Customer ExperienceIn the past decade Millenials have overtaken baby boomers as the demographic group with the largest buying power. MORE
Customer service is what I’m all about. It is my life’s mission to help companies create a customer service experience that customers think is amazing. But, surely some company that is totally focused on their customers would already own it. MORE
As an executive in any organization that provides customer service, the worst possible message that you can receive is that “suddenly” a customer is leaving due to poor customer service, or that they’re dissatisfied to the point that they’re going to explore their options with your competitors. MORE
Customer Service Blog customer-service-techniquesWe've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us. MORE
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I heard more of the same when I called customer service and the rep tried to convince me tiny car was a mid-sized SUV. Frustrated by the difficulty, I promptly returned the car and found another company that had both a larger vehicle and better service. MORE
It pays to have excellent customer service. Keeping your customers satisfied, happy, and loyal is 6 to 7 times cheaper than trying to gain new ones. Additionally, companies that offer superior customer service have an opportunity to make even more than those that don't. MORE
This bit speaks to me in the context of customer experience: “Treat me good, I’ll treat you better, treat me bad and I’ll treat you worse” Customers don’t really want to be amazed or have their hair blown back – just helped. Treat them good – they’ll treat the customers better! MORE
Along those lines, I want you to come up with a customer service promise. For some companies, their tagline is their customer service promise. For example, Zappos.com ’s tagline is Powered by Service. Three words that exhibit a commitment to the customer. MORE
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Celebrations around the world to thank our customer service agent iQorians! Customer Service Events iQorian Values MORE
Two years ago, I would have been in the same state of mind—but before you do your best Judge Judy eye roll and surf on, I challenge you to give the Customer […]. Customer Service call center contact center customer service customer service vision vision statementI know what you may be thinking. Yet another meaningless corporate rah-rah statement that will be forgotten in a week!? I’m with you. MORE
It’s almost a given that every company has some form of a customer service department. Even the smallest companies – with just one solo entrepreneur – will act as if they have a customer service department. Why do people reach out to the customer service department? MORE
Here’s what our current customers tell us are the three most fantastic things about our customer service eLearning. Custom website and branding. Operations Manager, Shared Services Training & Development. MORE
I've talked to a lot of customer service leaders recently who want to improve customer service, but aren't sure where to start. Here are some actual statements I've heard: "We want to deliver world class customer service." "We Is service quality inconsistent? MORE
If you’re on a call with a customer, and more than three, or four seconds go by, and you haven’t said a word, that’s called dead air space. But for the customer, dead air space feels awkward. Inform the customer, or …upsell. MORE
Customer Service Related Topics Call Center Coach
SEPTEMBER 11, 2018
Top Customer Service Influencers Give Top Customer Service Tips. Recently Fit Small Business asked a group of the top customer service influencers about their top customer service tips. What was my top customer service tip?
Contact Center Pipeline
DECEMBER 7, 2017
Social customer service has come a long way since I first wrote about it in Pipeline eight years ago (“The Impact of Word of Mouth in the Web 2.0 Social Customer Care call center contact center social customer service user experience
Peter Lavers
FEBRUARY 27, 2018
Amongst all the hype of customer experience, AI, chatbots and real-time personalisation, don’t forget that staff still need excellent customer service training – no matter how successful your company is right now!
Beyond Philosophy
OCTOBER 15, 2015
Consumers say Customer Service is important to them when choosing a brand and forming loyalty with it. 97% of Customers believe that Customer Service is important to them when they choose where they do business. Customers are a demanding lot.
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Most tech companies start with a barebone customer success ‘program’ that is reactive. As revenue grows and the go-to-market strategy is identified, founders quickly realize they need a proactive program that goes beyond basic customer services.
Toister Performance Solutions
AUGUST 30, 2018
Advertising disclosure: We are a participant in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means for us to earn fees by linking to Amazon.com and affiliated sites. "I Customer service teams have a lot of goals.
Brad Cleveland
NOVEMBER 2, 2017
Recently, I was reminded of an article the Institute’s Evergreen Journal published on delivering great customer service. The article, “Great Customer Service on a Shoestring Budget,” is available here.
Aspect
SEPTEMBER 19, 2018
As the first generation of digital natives to enter the workforce, they changed how businesses interact with customers, forcing these companies to rethink how to deliver exceptional customer service. . What does that mean for your customer service teams?
ShepHyken
JANUARY 31, 2018
I’ve written about the customer service gap before. The second version of the gap focused on narrowing the distance between you and your customers. This also puts your competition further away from your customers. Here are just a few ideas: Survey your customers.
Contact Center Pipeline
OCTOBER 4, 2018
Happy Customer Service Week! No doubt you’ve already planned a week-long celebration for your customer care team that includes daily activities and recognition for their dedication and hard work.
Contact Center Pipeline
MAY 4, 2018
Two years ago, I would have been in the same state of mind—but before you do your best Judge Judy eye roll and surf on, I challenge you to give the Customer […]. Customer Service call center contact center customer service customer service vision vision statementI know what you may be thinking. Yet another meaningless corporate rah-rah statement that will be forgotten in a week!? I’m with you.
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This cheat sheet covers ten fundamentals of customer service to help your business excel
Aspect
JULY 20, 2018
This week we released part two of our Agent Experience Index survey covering the gig economy and how customer service agents feel about it. Currently, 16% of customer service agents are working in the “gig economy” and we expect that number to continue to rise.
Customers That Stick
JANUARY 15, 2018
Customer Service Blog customer-service-trainingWe've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us.
Customers That Stick
MAY 4, 2017
Customer Service Video customer-service-techniquesWe've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us.
ShepHyken
DECEMBER 7, 2016
Along those lines, I want you to come up with a customer service promise. For some companies, their tagline is their customer service promise. For example, Zappos.com ’s tagline is Powered by Service. Three words that exhibit a commitment to the customer.
ShepHyken
OCTOBER 4, 2017
This week is National Customer Service Week. Happy Customer Service Week! It became a book, officially titled, Be Amazing or Go Home: Seven Customer Service Habits that Create Confidence with Everyone. Delivering good customer service is a habit.
Advertisement
Chatbot As brands continue to focus on improving the customer. experience, incorporating automation into customer. Your customers’ time is valuable—and they want you to. Increasingly, customers are the ones determining which. Customers can speak in their own words.
Customers That Stick
OCTOBER 15, 2016
Customer Service VideoWe've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us.
ShepHyken
SEPTEMBER 20, 2017
National Customer Service 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 customer service?”
Brad Cleveland
AUGUST 25, 2017
Call Center Contact Center Customer Service Leadership Videos Brad Cleveland Call Center Management On Fast Forward
ShepHyken
MARCH 8, 2017
Customer service is what I’m all about. It is my life’s mission to help companies create a customer service experience that customers think is amazing. But, surely some company that is totally focused on their customers would already own it.
Speaker: Kristina Evey, Customer Experience Strategist, The Customer Experience Podcast for Business Leaders
This webinar will do a deep dive into the mindset, processes and methods of building a successful Customer Experience. The psychology behind consumer behavior and experiences will be addressed as a foundation leading to the methods to build connection with customers to drive loyalty.
Contact Center Pipeline
DECEMBER 14, 2017
Last week’s post offered a brief look back at a couple of social customer care pioneers—two companies that led the industry in 2009 by demonstrating how customer service could be delivered through social channels.
Toister Performance Solutions
SEPTEMBER 11, 2018
I've talked to a lot of customer service leaders recently who want to improve customer service, but aren't sure where to start. Here are some actual statements I've heard: "We want to deliver world class customer service." "We Is service quality inconsistent?
inContact
OCTOBER 16, 2018
Call center representatives are a vital part of the front line, there to help customers when they have questions or problems, and as such, they have the power to strengthen (or weaken) the customer relationship. Some customer problems can be solved in a public forum for all to see.
Contact Center Pipeline
NOVEMBER 22, 2017
As an executive in any organization that provides customer service, the worst possible message that you can receive is that “suddenly” a customer is leaving due to poor customer service, or that they’re dissatisfied to the point that they’re going to explore their options with your competitors.
Call Center Weekly
SEPTEMBER 25, 2018
The time for annual Customer Service Week is rapidly approaching! This is a week to celebrate and recognize those hardy souls who have chosen to become customer service professionals. Take the time to remind them that everyone is in customer service.
Unymira
SEPTEMBER 21, 2018
Social Customer Service Self-Service Customer ExperienceIn the past decade Millenials have overtaken baby boomers as the demographic group with the largest buying power.
Customers That Stick
NOVEMBER 3, 2015
Customer Service Blog customer-service-techniquesWe've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us.
ShepHyken
NOVEMBER 8, 2017
It’s almost a given that every company has some form of a customer service department. Even the smallest companies – with just one solo entrepreneur – will act as if they have a customer service department. Why do people reach out to the customer service department?
Call Center Weekly
SEPTEMBER 6, 2017
I heard more of the same when I called customer service and the rep tried to convince me tiny car was a mid-sized SUV. Frustrated by the difficulty, I promptly returned the car and found another company that had both a larger vehicle and better service.
AnomalySquared
OCTOBER 16, 2018
It pays to have excellent customer service. Keeping your customers satisfied, happy, and loyal is 6 to 7 times cheaper than trying to gain new ones. Additionally, companies that offer superior customer service have an opportunity to make even more than those that don't.
iQor
OCTOBER 11, 2018
Celebrations around the world to thank our customer service agent iQorians! Customer Service Events iQorian Values
Myra Golden Media
JANUARY 8, 2018
Here’s what our current customers tell us are the three most fantastic things about our customer service eLearning. Custom website and branding. Operations Manager, Shared Services Training & Development.
ShepHyken
JUNE 7, 2017
Every week, I’m asked, “What is changing in customer service?” The expected answer is that I’ll talk about all the new ways customer service and support is conducted – and I do. There’s self-service solutions that include robust frequently asked questions and video.
Call Center Weekly
SEPTEMBER 13, 2018
This bit speaks to me in the context of customer experience: “Treat me good, I’ll treat you better, treat me bad and I’ll treat you worse” Customers don’t really want to be amazed or have their hair blown back – just helped. Treat them good – they’ll treat the customers better!
Myra Golden Media
MARCH 15, 2018
If you’re on a call with a customer, and more than three, or four seconds go by, and you haven’t said a word, that’s called dead air space. But for the customer, dead air space feels awkward. Inform the customer, or …upsell.
Contact Center Pipeline
FEBRUARY 1, 2018
When it comes to creating an exceptional service culture, nothing is more important than a team’s ability to collaborate well.
Customers That Stick
OCTOBER 17, 2016
customer-service-techniquesWe've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us.
Customers That Stick
OCTOBER 9, 2014
Language is important not just to how we communicate with our customers but to how we communicate with ourselves. The right words can put an irritated customer at ease and help you approach difficult situations with greater ease. We want you to know we value you as a customer.
Customers That Stick
OCTOBER 22, 2015
Customer Service Blog customer-service-storiesWe've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us.
Dialer 360
OCTOBER 12, 2018
Customer service increased expectations, which give the customer a sense of satisfaction. This creates customer loyalty. Customer starts to establish trust & confidence in brands. Most of the customer, if thinking of making purchase look first at raw products.
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