customerthatsticklogo

customer-service-techniques

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 in, you can also learn about their needs, desires, and preferences. In addition, you can potentially discover any negative feelings or emotions that that […]

The Power of Proactive Customer Communication Read More »

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 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

Turn Your Customer Experience Inside Out Read More »

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 upon us. Whether it be liability exposure, legal restrictions, operational inability, or just pure right and wrong, sometimes we must refuse what customers want

Customer Communication Should Be for Customers Read More »

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. First impressions and primacy effects demonstrate that the beginning of an experience can have outsized importance. Similarly, the peak-end rule informs us that specific portions

The Peak-End Rule and Customer Experience Read More »

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 experiences but planning and preparing for the service issues that inevitably occur. No matter how good the product or service, no matter how effective

5 Expert Tips for Customer Service Recovery Read More »

How to Build Customer Loyalty through Consistency

How to Build Customer Loyalty through Consistency

Customers are creature of habits. They like the comfort and convenience of predictable customer experiences. For all of the talk about WOWing customers, it is consistency that is the secret sauce in customer experience. In fact, consistency is one of the three aspects of Hero-Class® customer service that I outlined in Be Your Customer’s Hero.

How to Build Customer Loyalty through Consistency Read More »

9 Customer Service Training Ideas That Work

9 Customer Service Training Ideas That Work

Looking for ideas to help focus your customer service training and get results? Far too often, managers, business owners, and organizational leaders struggle with how to effectively train their frontline teams. Of course, nothing can replace formal, professional training, but leaders can accomplish a great deal by focusing their efforts on customer service training ideas

9 Customer Service Training Ideas That Work Read More »

To WOW Customers, Listen and Care

To WOW Customers, Listen and Care

Back in 2012, I wrote about the concept of 5-Second WOWs — small, simple actions that allow organizations to create memorable moments for customers without a lot of investment or time. My wife and I recently experienced one of these WOW moments while traveling, and the experience perfectly demonstrated how easily you can WOW customers by simply listening

To WOW Customers, Listen and Care Read More »

Connect

844.287.7378

© 2011-2023 CTS Service Solutions, LLC.
All rights reserved.

Legal Information | Privacy Policy
How to Cite this Site

Scroll to Top