What Great Brands Do with Denise Lee Yohn

What Great Brands Do

 

What Great Brands Do with Denise Lee Yohn

I had the pleasure to catch up with my friend and brand expert Denise Lee Yohn at Medallia’s recent Experience 17 conference. Denise spoke at the event about the key concepts in her book What Great Brands Do.

Denise’s seven tenets of what great brands do are as follows: Read more

When Sales Does Service on Social with Phil Gerbyshak

When Sales Does Service on Social with Phil Gerbyshak

When Sales Does Service on Social with Phil Gerbyshak

In this installment of our “Expert Interviews” series on YouTube, I interview Phil Gerbyshak.

Phil Gerbyshak teaches sales people and leaders to position themselves as an expert in their niche to up their influence, impact and income. He is one of the people who teaches social and truly walks the social talk.

In this interview, we chat about how salespeople must understand that social media is a service channel, who owns customer service in the organization, and service as a software CRM systems.
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5 Qualities of Great Customer Service Managers

5 Qualities of Great Customer Service Managers

5 Qualities of Great Customer Service Managers

What are the qualities of a great customer service manager?

Those who manage customer-facing teams need a broad range of not only qualities but skills. They need to be great at motivating, coaching, and managing their teams, and they have to be ready to jump into the fray to handle the issues that their teams can’t solve and to work with the customers that their teams can’t satisfy.

To be a customer service manager is to be part manager and part super service rep. They need the same characteristics that their customer service reps need and then another skill set on top of that.

A great customer service manager can be the difference between a team that creates Hero-Class® customer experiences and one that gets by with minimal effort and unremarkable results. Read more

Leaning Into Customer Loyalty with Adrian Swinscoe

Leaning Into Customer Loyalty with Adrian Swinscoe

Leaning Into Customer Loyalty with Adrian Swinscoe

In this installment of our “Expert Interviews” series on YouTube, I interview Adrian Swinscoe.

Adrian is a customer experience consultant and advisor. He is the author of How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing (Pearson) and has worked with brands such as Shell, FT and The Economist Group.

Adrian’s book How to Wow covers a variety of customer experience principles touching on everything from customer complaints to effortless experiences to customer loyalty, all of which we cover in this interview. Read more

10 Lessons from 200 Customer Service Podcast Episodes

10 Lessons from 200 Customer Service Podcast Episodes

10 Lessons from 200 Customer Service Podcast Episodes

It has been an exciting time for our customer service and customer experience podcast, Crack the Customer Code. We recently crossed the 200 episode threshold, hit #4 in the business category on Overcast.fm, and doubled our listenership in the last month.

We’ve had some fantastic discussions and amazing guests, and I thought this would be a great time to look back at few of the lessons from the first 200 episodes.

Here are some tweetable, customer service lessons from just a few of the amazing podcast guests we’ve had on Crack the Customer Code. Read more

Joy Marsden, Keep Stepping to Succeed

Keep Stepping to Succeed with Joy Marsden

Joy Marsden, Keep Stepping to Succeed

I had the great pleasure of speaking with self-success speaker Joy Marsden about motivation, perseverance, and the power of keeping moving.

Keep Stepping to Succeed

Joy believes that we need to keep moving forward, to keep stepping, into the midst of challenge. And while not everyone may lead others or want to, we each must lead ourselves and find ways to do so that are effective Read more

Communication: The Most Important Skill in Customer Service

Communication: The Most Important Skill in Customer Service

Frontline reps require a wide range of customer service skills if they are going to deliver Hero-ClassTM customer service.

Like a father with his children, I don’t like to play favorites, but at some point, I must acknowledge that one skill is more important than all of the others.

That skill is communication.

Powerful, effective communication is foundational; without it, few other aspects of a customer’s experience will matter. Communication is the glue that keeps customer experiences from falling apart.

Communication is the glue that keeps customer experiences from falling apart. Click To Tweet

Communication is integral to every customer experience. Even something that seems noncommunication-centered, like an online order, has many layers of communication attached to it. From the language on the website to the confirmation message at checkout to the email that is sent once the order is placed, communication plays a crucial role in even an automated experience such as this one. Read more

5 Characteristics to Look for when Hiring for Entry-Level Customer Service

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Hiring frontline reps is one of the most important parts of the customer experience process. Bringing someone in with the wrong attitude, skill set, or cultural outlook can be toxic to a team, wasteful of time, and damaging to the customer experience.

So, what characteristics should you look for when hiring for entry-level customer service? Should you focus on skill set or attitude?

There’s an old expression that says “Hire the smile, train the skills.” And what that means is to look for personality first. Often, when hiring those new to the workforce, this approach makes sense; however, there are many more attributes that make a great customer service rep, even one with little to no experience. Read more

The Power of Proactive Customer Communication | Wind Turbine

The Power of Proactive Customer Communication

The Power of Proactive Customer Communication | Wind Turbine

Proactive communication with customers is one of the most important customer service practices any organization or team can adopt.

Not only do you show customers that you care about them by checking in, you can also learn about their needs, desires, and preferences. In addition, you can potentially discover any negative feelings or emotions that that may be festering or growing and address them before they evolve into something more difficult to recover from.

As you’ve certainly read, a large portion of customers do not complain when they have a negative experience. In customer service, silent attrition is the silent killer.

Proactive contact can often uncover these hidden negative feelings and offer organizations the opportunity to resolve issues before they fester. Read more

Turn Your Customer Experience Inside Out | Dog looking out car window

Turn Your Customer Experience Inside Out

Turn Your Customer Experience Inside Out | Dog looking out car window

In customer experience, perspective is a powerful force.

Each participant in the customer journey has their own, individual perspective, and often, the gaps amongst these varying perspectives lie at the heart of dissatisfaction, displeasure, and misunderstanding.

Whether it be an unwillingness to take a step back and try to see the experience from the perspective of another or a failure to empathize with the other person’s emotional journey, this perspective gap is at the root of all too many customer experiences.

To remedy this disconnect, it can help to turn our customer experiences inside out. Read more