ShepHyken

JANUARY 2, 2017

Each week I read a number of customer service articles from various online resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Kick-Ass Customer Service by Matthew Dixon, Lara Ponomareff, Scott Turner, and Rick DeLisi. (Harvard Business Review) Think about the last time you flew.

Customer Service 192

Customer Service Self service Feedback Customer Care 192

Customers That Stick

JANUARY 2, 2017

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Customer Experience 92

Customer Experience Customer Service 92

Natalie Petouhof

JANUARY 2, 2017

Tweet In a time where the world is more connected through technology and social media, providing excellent customer service is crucial. The reputation of your business is built on its effectiveness, including the customer experience. Exceeding customer expectations creates loyal customers and it differentiates you from the competition. In addition, word of mouth is now more powerful than ever, as customers can easily share both positive and negative opinions online.

Technology 45

Technology Customer Support Self service CRM 45

Brad Cleveland Blog

JANUARY 2, 2017

Communication creates meaning and direction for people. When good communication is lacking, the symptoms are predictable: conflicting objectives, unclear values, misunderstandings, lack of coordination, confusion, low morale and people doing the bare minimum required. Although cultures and communication styles vary, … Continue reading → The post Cultivating Effective Communication, Part 1 appeared first on Brad Cleveland.

Morale 26

Morale Call Center Contact Center Customer Service 26

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Brad Cleveland Blog

JANUARY 2, 2017

Communication creates meaning and direction for people. When good communication is lacking, the symptoms are predictable: conflicting objectives, unclear values, misunderstandings, lack of coordination, confusion, low morale and people doing the bare minimum required. Although cultures and communication styles vary, there are predictable and notable commonalities among successful contact centers.

Morale 21

Morale Contact Center Call Center Customer Service 21