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Service triggers that set customers off. Power words that influence customer perception. Go-to tactics that turn difficult situations around. My new book Be Your Customer’s Hero: Real-World Tips and Techniques for the Service Front Lines is finally here. And I couldn’t be happier with the end product! I am truly thrilled to put this book […]
The New Book Revealed: Be Your Customer’s Hero Read More »
Creating great customer experiences and delivering great customer service almost always boils down to one thing: being able to understand the experience of customers — to walk a mile in their shoes and to build a better shoe or create a better walking path with that knowledge. It begins by understanding what your customers are
Understanding the Other Side of a Bad Customer Experience Read More »
The words Big Data are spoken every day in corporate offices around the world. And the benefits of it to companies and customers is, well… big. And while Big Data is becoming more accessible to small to medium-sized businesses (SMBs), the basics of customer information — small data, if you will — is still where
Customer Information Form Basics: What You Need to Know Read More »
According to Help Scout, 94% of all online retailers provide email customer service. That means that a significant number of interactions with customers are made through email. Software Advice, a website that rates customer service software, released some interesting findings in a survey this summer on the best ‘tone’ for email customer support. So, how do
What Email Support Tone Do Customers Prefer? Read More »
I’d like to take a moment to tell Customers That Stick™ readers about the 25th annual Compete Through Service Symposium put on by the Center for Services Leadership at Arizona State University’s W.P. Carey School of Business. The Center for Services Leadership is a leader in customer experience higher education and has one of the
The Compete Through Service Symposium Read More »
When we opened and closed our first backyard restaurant in 2012, we had no idea it would become an annual event. It was just my family of five entertaining and acting on our then 7-year-old’s desire to skip over the summer lemonade stand and do a full-fledged restaurant instead. He drew the logo, made the
3 Customer Service Lessons I Learned From Kids Read More »
I never intended to stay at the Pioneer Square Marriott Courtyard in Seattle. I was speaking at a conference in Seattle and fully intended to stay at the hotel where the conference was scheduled. However, there was a mix-up, and by the time I tried to correct the error, the conference hotel was fully booked.
A Well-Trained Staff Shows at Marriott Courtyard Pioneer Square Read More »
Great customer experience strategies must inevitably be formed around good data. Even for smaller organizations that might not have the data quantity or research resources to perform statistically sound analyses, the importance of good data, even if only anecdotal, cannot be overstated. I am not a professional researcher, so I will just say that in
Your Data Is Only as Good as Your Perspective Read More »
Are you easy to do business with? This business maxim has been around for a long time, but the concept has been gaining more formal attention in recent years. The Corporate Executive Board has done some noteworthy research on customer effort – the idea that the more effort customers must exert throughout a service request
Are You Easy to Do Business With? Read More »
We wanted to take a moment to talk about some exclusive content we’ve been developing over the past few months for subscribers to our e-newsletter: The Customer Conversation.* We know that our community does not all meet on the same channel, so we thought we would talk about the subscriber-only content we’ve been developing the
Get 3 Free Customer Service Tools from Customers That Stick Read More »
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