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  • 10 Ideas To Maximise Customer Relationships - Forget CRM, Think MCR!

    Practical ideas for maximising relationships with your customers - it's about taking a proactive approach to giuving the best to, getting the best from the customers you want.

  • An Opportunity to Walk in the Customer Support Center’s Shoes

    We live in a world where customers have a wide variety of choices. When you need to purchase something, it’s likely there are many businesses selling similar products or services. How do you choose from whom to buy? This is where customer service can be the great differentiator.

  • The Chief Customer Officer Is Now Part of the C-Suite

    To be effective, customer service must go all the way to the top. It’s something I’ve been saying for a long time, and it’s catching on. In many companies, there is now a seat at the boardroom table for the Chief Customer Officer.

  • Customer Service May Rule, but Rules in Customer Service Don’t

    Even while on vacation with my family, I can’t help but take note of the customer service – or lack thereof. One resort employee denied a simple request using one of my least favorite phrases: I’m sorry, it’s our rule.

  • Why Big Data Analytics Services are Absolutely Necessary for Businesses?

    Big data analytics services have become an integral part of every business. But it is best outsourced just like the customer support or technical support services. Outsourced services offer accurate insights that help make good business decisions.

  • Customer Service Journey Map Can Lead to Instant Gratification

    How’s this for a customer service strategy: Instant Gratification. I’m not talking just at the end of the transaction – think instant gratification at every step of the way. During the customer experience there are multiple touch points, or moments of interaction with the company’s employees, website or product. The goal is to make every aspect of the experience an opportunity to deliver instant gratification.

  • Customer Service Journey Map Can Lead to Instant Gratification

    How’s this for a customer service strategy: Instant Gratification. I’m not talking just at the end of the transaction – think instant gratification at every step of the way. During the customer experience there are multiple touch points, or moments of interaction with the company’s employees, website or product. The goal is to make every aspect of the experience an opportunity to deliver instant gratification.

  • Turn Angry Customers into Customer Evangelists

    For my sixth year of speaking at the International Franchise Association’s convention, I decided to take a different approach. I engaged in more of a conversation with the members of this great organization and asked the audience members to share some of their best practices that were related to various topics on the agenda.

  • 10 Nifty Customer Service Tips for Call Center Agents

    Call center agents are your customer’s first line of contact when it comes to resolving their concerns. Make sure they are customer service-ready with these 10 nifty tips.

  • Turn Employee Customer Service Best Practice into Standard Practice

    I am no stranger to travel … airports, hotels and the like are all in a day’s work. On a recent occasion, I was flying into Las Vegas to present a customer service speech. The client had arranged ground transportation, so I expected to find a driver holding a sign with my name on it at the baggage claim area.

  • Customer Service Strategy: Deliver Value with Time

    Have you ever arrived for a lunch date with a friend only to have that friend show up 20 minutes late? Did you enjoy those minutes, sitting alone, studying the menu and looking around? Probably not. I don’t know many people who enjoy waiting. Even the most patient person is likely to be frustrated by having to stand in a long line, or being put on hold on the phone, or waiting on a response from anyone.

  • Engage the Outsourced Call Center in Marketing Automation Process This Year

    Year 2015 will see a drastic change in the way marketing automation technology has been used so far. Businesses will open up information gathered to the front line agents from the outsourced call center. Marketing automation will become a key component of CRM.

  • Above and Beyond Customer Service

    How would you like your customers to describe your customer service? One of the highest compliments you can receive is when customers say, “They have the best customer service. They go above and beyond.”

  • Five Ways to Lose Your Customer

    A sure way to lose customers is to deliver a bad customer service experience. And the customer service doesn’t even have to be flat-out terrible – although that would surely do the trick. But even a lack of concern or an attitude of indifference can make customers question whether they want to continue doing business with you. If you want to avoid this, carefully consider these five things that drive customers away.

  • Customer Service Strategy: To Serve and Protect

    I have been writing customer service articles for more than 25 years, and in that time I have received plenty of feedback. I always appreciate readers’ comments and stories, and a memorable response from Jacques De Villiers brought up the concept of shifting your vocabulary.

  • Ten Ways to Create a Customer-Centric Culture

    I’ve talked and written a lot about how to create a customer-centric culture. I believe the basic premise is to start on the inside, with the employees. If you want to read more about it, there is a wealth of information in the articles on CustomerServiceBlog.com. For the short version to get you started, here is a list of the basics.

  • Charging Customers for Loyalty

    Customer loyalty is a goal for any company that wants to be successful. Countless studies have shown the financial benefits of having loyal customers over having to continuously attract new customers

  • How to Improve Your Customer Service for the Holidays

    Around the globe, Christmas is considered the jolliest season of the year. Business is usually good around this time because it is when people shop most. Happy vibes abound and irate customers are few but it does not mean businesses should be lax on Customer Care.

  • How to Create a Customer-Centric Culture

    Want to create a customer-centric culture? That’s a lot of words that begin with C. However, we’re going to focus on D’s in this article. No, not the kind that you get in school – that’s not a very good grade!

  • Exploit Your Employees Unique Talents

    I continue to be impressed by the Kimpton hotel chain. The staff was nothing short of amazing during my recent stay at their Alexis Hotel in Seattle. For this article, I imagined myself as a “mystery shopper” and engaged with several employees to find out more about their culture.