Save Your Customer Service Team from Vampire Customers

Save Your Customer Service Team from Vampire Customers

Save Your Customer Service Team from Vampire Customers

Vampire customers exist in every organization.

You know the ones — the ones that are excessively needy, that are overly demanding, and that can often be downright unpleasant.

In short, the ones that suck the life out of your team.

If your organization is like most, then I’m willing to bet that a small handful of “problem” customers are responsible for the majority of your service challenges. It’s the principle of the 80/20 rule, but in customer service, it’s usually closer to the 95/5 rule or the 98/2 rule.

A very small number of customers create a great majority of the serious issues. Read more

3 Themes for National Customer Service Week 2016 | Team

3 Themes for National Customer Service Week 2016

3 Themes for National Customer Service Week 2016 | Team

National Customer Service Week 2016 is just around the corner!

Starting on Oct 3, National Customer Service Week is an opportunity for you and your team to shine a spotlight on the importance of customer service to your organization.

A good starting point for celebrating national customer service week is to adopt a theme for the event. Having a theme makes the event more manageable by enabling you to center the activities around a specific customer service concept.

The official theme for this year’s National Customer Service Week is “ONE GOAL, ONE TEAM, NO LIMITS.” Make sure to check our the International Customer Service Association’s website for more on the official theme and to request your NCSW celebration guide.

Below are three additional themes you can use in your organization for this year’s customer service week to either complement the official theme or to serve as a focal point based on the current needs of your team. Read more

How to Treat Customers: With Respect | Karate kids

How to Treat Customers: With Respect

How to Treat Customers: With Respect | Karate kids

You don’t have to be a customer service expert to know that respect is an immensely important part of customer service. In fact, we consider respect a cornerstone of any customer service philosophy, and we include “being disrespected” as one of our 7 Service Triggers, the seven customer service hot buttons that are guaranteed to ruin a customer experience. Read more

21 Ways to Not Make a Good First Impression with Customers | Employee smoking

21 Ways to Not Make a Good First Impression with Customers

21 Ways to Not Make a Good First Impression with Customers | Employee smoking

Research on first impressions confirms two very fundamental facts: first impressions happen rapidly and subconsciously.

The old adage is true: you never get a chance to make a first impression. Because once that impression is made, our tendency towards confirmation bias means we are looking for evidence to support that impression and ignoring evidence that contradicts it. In other words, first impressions are hard to overcome.

If the first impression is a positive one, that can work for us and our organizations. If the first impression is a negative one, then we start the relationship with a negative balance in our brand deposits account, so to speak.

In thinking about first impressions, I pondered the many ways organizations had made poor first impressions on me, and as a thought experiment, I set a timer for five minutes and tried to list as many ways as I could remember.  Read more

What Is Net Promoter Score | Recommending to friend

What Is Net Promoter Score (Video)

What Is Net Promoter Score | Recommending to friend

Known most commonly as NPS®, Net Promoter Score® is probably the most popular metric in customer experience and customer service. The Net Promoter Score measures the answer to a single customer survey question:

How likely is it that you would recommend [brand/product/service] to a friend or colleague? 

The concept of  NPS was first proposed in 2003 by Fred Reicheld in his in his Harvard Business Review article, The One Number You Need to Grow. In that article, Reicheld argued argued that NPS could directly reflect loyalty and thus organizational growth. Read more

The Greatest Customer Service Statistic Ever | Office workers pointing at graph

The Greatest Customer Service Statistic in the World

The Greatest Customer Service Statistic Ever | Office workers pointing at graph

Back in 2005, Bain and Company released a report entitled: Closing the Delivery Gap: How to Achieve True Customer-Led Growth. It was a fine report with plenty of good lessons for customer experience, but it was the statistic upon which it was based that has lived on far past the shelf life of the report itself.

Bain surveyed 362 firms and found the following:

80% of organizations believed they delivered a “superior experience” to their customers; however, only 8% of customers felt the same way.

Bain described this differential as the “delivery gap.” Read more

The Future of the Social Purpose Corporation with Stan Phelps of Red Goldfish

The Future of the Social Purpose Corporation (Video)

The Future of the Social Purpose Corporation with Stan Phelps of Red Goldfish

I was able to catch up with my buddy Stan Phelps at Influence 2016, the annual conference of the National Speakers Association. Stan, who is the author of five different books on customer experience, gave me a quick glimpse at why his next book, Red Goldfish, focuses on social purpose in corporations. Read more

Exceeding Customer Expectations Is Nice but Not Necessary | Cherry on Cake

Exceeding Customer Expectations Is Nice but Not Necessary

Exceeding Customer Expectations Is Nice but Not Necessary | Cherry on Cake

Let me say it here once and for all:

You do not have to exceed customer expectations to deliver great service.

Do surprise and delight matter? Sure.

Do WOW moments make an impact? Of course.

Do we all love stories about incredible customer service? Heck yeah!

But they are the cherry on top; they are not the cake. Read more

Improve Your Customer Experience with Microinteractions | Interview with Jeannie Walters

Improve Your Customer Experience with Microinteractions (Video)

Improve Your Customer Experience with Microinteractions | Interview with Jeannie Walters

I was able to catch up with my podcast partner, Jeannie Walters, at the recent National Speakers Association Influence 2016 event in Arizona and talk with her about one of her customer experience specialties: microinteractions.

What Are Microinteractions?

A microinteraction is any small moment where a customer interacts with your brand. It could be a confirmation email, an exit sign, or a voicemail message.

Yet, these moments, while seemingly small, can have a big impact on the customer’s experience. Read more

How Customer Service Training Is Like a Hollywood Love Story | Lovers in Paris

How Customer Service Training Is Like a Hollywood Love Story

How Customer Service Training Is Like a Hollywood Love Story | Lovers in Paris

Love stories in the movies, whether in the form of romantic comedies or more sentimental Nicholas Sparks-esque vehicles, have one similar device: the movie ends when the two love interests finally get together.

Usually, the couple has overcome obstacles that have kept them apart — either self-inflicted or environmental — and the movie closes when they are finally together, in each other’s arms, music crescendoing in the background as they start their new life together.

Romantic movies end there for one simple reason: what comes next is not romantic.

What comes next is bills and careers, crying babies and sleepless nights, and deciding whose going to leave work to pick up little Johnny from school.

What comes next is life, with its ups and downs, its highs and lows.

It can be messy, it can be complicated, and it is the reality that follows the fantasy at the end of the movie. Read more