Customer service language is a crucial aspect of customer service that is often overlooked. A great example of this is Shep Hyken’s reflections on his hotel experience. Shep’s Situation: What Happened Shep reserved a room, but when he got to the hotel it wasn’t ready, so the front desk worker Read more…
Most companies aren’t cutting it when it comes to branding customer touchpoints. 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 Read more…
Unstructured data is invaluable to your customer feedback, but only if you know how to approach it. 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 Read more…
Achieving the best customer service is possible but it’s not always done. HubSpot’s 10 Commandments of Customer Service covers some of the standards of good customer service, but their rules will only get you to a middling level of service. If you have higher standards, that i, if your goal Read more…