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If you’ve studied customer service at all, you’ve certainly heard of WOW moments, those moments of extraordinary service that make an impression on customers. While these over-and-above moments are not needed to create great customer experiences, they can still have a positive impact on your customer’s emotional state. WOWing customers is generally a good thing, and you should make …
In this installment of our “Expert Interviews” series on YouTube, I interview Shep Hyken. Shep Hyken is a customer service and experience expert and the Chief Amazement Officer of Shepard Presentations. He is a New York Times and Wall Street Journal bestselling author and has been inducted into the National Speakers Association Hall of Fame for lifetime …
One of the most overlooked aspects of great customer experience is the self-confidence of those who work with customers. Self-confidence is important because it is inextricably tied to competence. When frontline service reps lack confidence in their positions, they often fumble about struggling to perform. This creates a further decrease in confidence, which results in a downward spiral …
Analyzing customer retention can be a tricky business. While understanding customer attrition is often complex, no matter what your business model, almost every organization can benefit from tracking and attempting to understand customer retention and churn. First let’s begin with the definition of the customer retention rate.
In this installment of our “Expert Interviews” series on YouTube, I interview Jeff Toister. Jeff is the author of The Service Culture Handbook: A Step-by-Step Guide to Getting Your Employees Obsessed with Customer Service. He has also authored customer service training videos on Lynda.com including Customer Service Fundamentals and Leading a Customer-centric Culture.
This blog post is excerpted from Chapter 1 of Be Your Customer’s Hero: Real-World Tips and Techniques for the Service Front Lines. Let’s start with a quiz. It’s a simple one. Just fill in the blank in this sentence: The customer is always ___. If you’ve worked in customer service, one word will almost certainly …
Employee empowerment can take many forms; however, at it’s most fundamental, it can be broken down into two types: actual and psychological. By its nature, empowerment starts at the top. Empowerment must first be given by those who have the power to do so. This is actual empowerment, the granting of increased roles, responsibilities, and authority. Then it must …
Consistency is one of the greatest challenges in customer service. Whether you are a solopreneur or a Fortune 500 company, consistency can be hard to get your arms around. Consistency is hard because it takes effort and discipline, not only on the individual level but on the much trickier team level. For example, in the …
Onboarding employees is an extremely important and often neglected practice. All too often employers simply show new team members where the paper clips are and how to use the computer system, but they don’t show them the organization’s service standards or how to treat customers. The first days on the job are often no different …
I had the pleasure to catch up with my friend and brand expert Denise Lee Yohn at Medallia’s recent Experience 17 conference (to which Medallia provided me a free ticket). 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 …
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