How to Get Customers to Rave About You and Your Service thumbnail

Here are some of the most important things that customers want from you. Fulfill these needs and you will be well on your way to creating “raving fans”..

Customer Service Perception Is Fact!

Customer Service Perception Is Fact! thumbnail

As business owners we can tend to fall into a big trap when we assume our customers will accept our word that our service is excellent and better than everybody else’s..

6 Reasons Why You Should Never Lie to a Customer

6 Reasons Why You Should Never Lie to a Customer thumbnail

Shep Hyken reflects on poor service in a local restaurant and explains why honesty is always the best customer service policy..

5 Ways to Create a Customer Service Culture

5 Ways to Create a Customer Service Culture thumbnail

When both customers and employees are engaged, companies see a significant increase in customer service performance. John Tschohl reveals five ways to create a customer service culture in your organization..

5 Reasons Companies Fail at Customer Service

5 Reasons Companies Fail at Customer Service thumbnail

There are a number of reasons why companies fail at customer service. Sometimes it’s not what you are supposed to do, but what you should avoid doing..

Why Customer Service Employees Need Guidelines Not Just Rules thumbnail

Management must trust their staff enough to establish guidelines with a degree of autonomy and flexibility when it comes to making decisions..

3 Ways to Commit to Delivering First Class Customer Service thumbnail

Customer service excellence is a continuous, ongoing process. Here are some key ways to deliver first class service..

How to Deliver an Exceptional Customer Service With Your Contact Centre thumbnail

The trends and challenges impacting contact centre people, processes and technology, illustrated with case studies and in-depth Interviews with customer service leaders..

Analytics Breakthroughs: How to Really Know What Your Customer Wants from You thumbnail

In business today, excellence in customer experience is not just a buzzword, it is an absolute necessity. Learn how analytics can play a key role in identifying and understanding your customers’ needs..

Are You Prepared for the Hidden Side of Social Media? thumbnail

In today’s digitally connected world it’s critical that you don’t sit on the sidelines and observe—you must actively engage with your customers. Elena Lockett at FM Outsource, digs deeper into the hidden side of social media..

7 Signs of Legendary Customer Service

7 Signs of Legendary Customer Service thumbnail

The possibility to provide exceptional service is available to almost any company—if it believes in its people, is willing to innovate, and really cares about their customers’ experience..

3 Things to Learn from this Amazing Customer Service Story thumbnail

A recent segment on the CBS Sunday Morning show had an amazing customer service story. Shep Hyken shares the experience and highlights three things we can learn from it..

In Customer Service, Your People Are NOT Your Most Important Asset thumbnail

In the book Good to Great, Jim Collins writes that “People are not your most important asset. The right people are.” Bill Quiseng explains..

4 Strategies for Strengthening Customer Relationships thumbnail

How to maintain positive customer relationships by working to meet your customers’ needs, wants and expectations..

The Global State of Customer Experience 2016

The Global State of Customer Experience 2016 thumbnail

This in-depth research report written by CX Network looks at the key customer experience trends, challenges and investments for the next 12 –18 months..

Dare to Care: Why You Can’t Script Sincerity in Customer Service thumbnail

Learn why your customer service team must have empathy, sympathy, patience, tolerance, understanding, passion and, of course, sincerity..

Why Customer Satisfaction Surveys Backfire

Why Customer Satisfaction Surveys Backfire thumbnail

Are you following the trend of conducting customer surveys? You might want to think again. In this article John Tschohl argues that developing your leadership team and workforce to provide superior service is a better use of resources..

Four Steps to Increase Customer Retention

Four Steps to Increase Customer Retention thumbnail

In these days of fierce competition, it’s crucial to do everything that you can to protect your customer base. Errol Allen explains how..

7 Tips to Improve the Customer Experience

7 Tips to Improve the Customer Experience thumbnail

Continuously changing and improving the customer experience will help you develop deeper customer relationships over time..