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Category Archives for Customer Service Blog

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

The Future of the Social Purpose Corporation (Video)

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,

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

Exceeding Customer Expectations Is Nice but Not Necessary

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

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Improve Your Customer Experience with Microinteractions | Interview with Jeannie Walters

Improve Your Customer Experience with Microinteractions (Video)

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:

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