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  • 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.

  • What Customer Experience Could You Offer that People Would Pay Double?

    Did the title of this article seem incredulous to you? Or, on the other hand, perhaps the prospect caused a bit of excitement in your mind. This article asks a variety of questions about the customer experience, and you could learn a lot by thinking about your answers to them.

  • Five Customer Service Tips to Prepare for the Holiday Rush

    Ah, Black Friday … the day after Thanksgiving, quite possibly the busiest shopping day of the year. I ventured out to a very busy shopping mall on Black Friday this year and watched the salespeople and the customers. Here are my observations.

  • Five Actions You Can Implement Today to Build a High Performance Work Environment - By Bill Hogg

    Success starts and ends with the people in your organization. When your team is managed effectively and clearly understand their role and what is expected of them, good things happen. Good leadership shapes behaviour and increases an individual’s level of engagement.

  • Before You Can Be Customer Centric, You Must Be Employee Centric

    “Customer centricity” is popular terminology in the customer service arena today, and it refers to a company-wide focus on the customer. Everyone in the company and everything the company does – every business process, every department – has the customer in mind at all times. It is a powerful way for a company to operate successfully.

  • If Customers Can Own Our Brand, Can Also Own Our Business

    Is a customer loyalty program really a loyalty program? Does the typical customer enrolled in the program feel some sort of connection beyond the rewards, points or discounts they receive? We want the customer to have that connection. We want the customer to feel a sense of ownership in the relationship they have with us. That’s what we want our loyalty program to do!

  • What’s Your Customer Service Legend?

    If you read it on the Internet, it must be true, right? Well … maybe. Recently, there was an incredible story about customer service making its way around the Internet, and yes, it is 100 percent true. You may have read about it – the customer service call that lasted nearly 10 hours. Numerous online publications reported the story about a Zappos.com customer service representative who talked for 10 hours with a customer who called to order a pair of shoes.

  • Way to go, Lego!

    Losing an important minifigure in his LEGO Ninjago Ultra Sonic Raider set, Luka Apps got his request.

  • Say Whut?!

    This is a story of how a guest gauged a hotel's care for their guests

  • Congratulations, Gale!

    Congratulations to the first recipient of Home of Service goodies!

  • Firing the Customer

    Is it ever appropriate for a business to “fire” a customer? Though it sounds counterproductive, there are instances in which ending a business relationship with a client or customer is the right decision.

  • Don’t Let Your Customer Service Give You “Pretty Woman” Moments

    We know that losing a customer can be costly. But what about the customers you never win in the first place?

  • Don't let the small margins kick your service into touch

    Its an incredibly thin line between success and failure when you are trying to establish a service excellence culture. So don't miss those little things that can make such a big difference.

  • Tear-moving Customer Experience with Southwest Airlines

    A Pilot holds the plane 12 minutes for murder victim's family

  • Pizza Calls

    I recently came across an article from ABC news, about pizza chain Mellow Mushroom in Jacksonville, Florida and how one of their stores went out of their way to serve a customer.

  • Gold service makes a sceptical customer become a fan

    As a customer service professional, how far are you willing to go to grant a customer request? When do you decide to draw the line between what is acceptable or what is not? Apparently, Jackie Braun is ready to go further than what she is required to. That’s what customer service is all about anyway – going the extra mile or, in her case, making extra ‘rings’.

  • What's Your Customer Service Story?

    It amazes me how some organizations actually find it hard to execute such practice because, as we all know, the customers are the heart of any business and they should be given the utmost importance. The formula is simple actually: you treat your customers the way you want to be treated; give them the experience that you yourself would want to have.

  • Maybe with customer service, leopards can change their spots.

    Is there hope for organisations that have a terrible reputation for customer service? Can they turn themselves around and deliver service excellence?

  • Can genuine customer care ever be too caring?

    The UK approach to service is quite different to the US when it comes to speaking to customers face-to-face. Would the US approach work in the UK? Would people want it to?

  • Big Profits and Great Customer Service is No Coincidence

    When you are next asked for a business case to justify investing in your customer service, you could do worse than trying this.