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Category Archives for Customer Service Blog

Joy Marsden, Keep Stepping to Succeed

Keep Stepping to Succeed with Joy Marsden

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

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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

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

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

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The Power of Proactive Customer Communication | Wind Turbine

The Power of Proactive Customer Communication

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

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

Turn Your Customer Experience Inside Out

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

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The Best Customer Experiences Are All About Heart with Phil Gerbyshak | Picture of hands holding plastic heart

The Best Customer Experiences Are All About Heart

Guest Poster: Phil Gerbyshak The following is a guest post from Phil Gerbyshak. Phil Gerbyshak teaches sales people and leaders to position themselves as an expert in their niche to up their influence,

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Customer Communication Should Be for Customers

Customer Communication Should Be for Customers

Customer service communication is at it’s core a balancing act. All too often, our spirit of wanting to do everything possible for our customers runs up against the limitations that reality imposes

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3 Areas to Focus your Customer Experience in 2017 | Glasses focused on city

3 Areas to Focus your Customer Experience in 2017

At the end and beginning of each year, there is an inevitable flood of articles and blog posts on customer service and customer experience predictions. Sometimes I have written about these myself, other

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5 Ways to Use Language to Thank Customers

5 Ways to Use Language to Thank Customers

As the Thanksgiving holiday approaches here in the United States, we thought it would be a great time to discuss a few different ways you can use language to express your gratitude to customers. Thanking

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Who Owns the Customer Experience | rowing team

Who Owns the Customer Experience?

Who owns the customer experience? This question has probably caused more organizational leaders to point fingers and reach for antacids than “why are we failing to meet projections?” Of course,

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