Too many companies think that providing customer service by email and chat simply means sending responses in a timely manner, although that’s a good start. It’s time for companies to step up and provide real answers to customers’ questions, answers that show its representatives are listening and care what customers Read more…
Shep Hyken’s reflections on his hotel experience illustrate a common customer service problem. What Happened Shep reserved a room, but when he got to the hotel it wasn’t ready, so the front desk worker offered to “downgrade” him to a room that was already prepared. No one is ever happy Read more…
With the dramatic success of startups like Dropbox, Groupon, and Twitter, many people are wondering, what’s their secret? Forrester’s Kerry Bodine took note of one innovative approach shared by all three companies: these newer companies seek to actively brand and engage customer feelings at even minor customer touchpoints such as Read more…
We heard a great webinar from Bruce Tempkin at CXPA yesterday about how to gain customer insights from unstructured data. Bruce addressed the cavernous disconnect between limited, multiple-choice responses and the reality of complex customer thoughts and feelings. What We’d Add We’d add that when dealing with unstructured data (call recordings, free-form response Read more…
HubSpot’s 10 Commandments of Customer Service covers some of the standards of good customer service, and that’s OK. But if you have higher standards, if your goal is for customer service to function as a corporate asset, you need a lot more than that. 3 Keys to the Best Customer Service Read more…