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Category Archives for Customer Service Blog

The Peak-End Rule and Customer Experience | proposal at restaurant

The Peak-End Rule and Customer Experience

One key to designing great customer experience touch points is to understand the way our minds process and retain information. Customers do not remember every moment of a customer experience equally.

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5 Expert Tips for Customer Service Recovery | upset customer

5 Expert Tips for Customer Service Recovery

No matter how great a customer experience your organization provides, you will always have a need for service recovery. Part of creating great customer experiences is not just designing fantastic, memorable

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Hospitality Customer Service with Christoff J. Weihman | pic of Christoff

Exploring Hospitality Customer Service (Video)

In my conversation with hospitality service expert Christoff Weihman, we covered a number of topics surrounding hospitality customer service, including how it is evolving and how it differs from other

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What Is an Internal Customer? | Office worker handing file

What Is an Internal Customer?

One of the more popular concepts in modern customer experience thinking is the idea of the internal customer. But who exactly are internal customers, and why do they matter? An internal customer is anyone

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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

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3 Themes for National Customer Service Week 2016 | Team

3 Themes for National Customer Service Week 2016

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

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How to Treat Customers: With Respect | Karate kids

How to Treat Customers: With Respect

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,

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

21 Ways to Not Make a Good First Impression with Customers

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

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What Is Net Promoter Score | Recommending to friend

What Is Net Promoter Score (Video)

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

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

The Greatest Customer Service Statistic in the World

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,

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