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On January 28, 2013, we introduced a new way to define ideal customer service. We had a lot of fun putting together our concept of Hero-Class Customer Service™, a concept that stems from the belief that every delivery of superior customer service involves a hero of some sort. We thought a Slideshare presentation would be a …
On March 7, 2012, we asked 19 business, marketing and customer service experts the fundamental question: What is Customer Service? We received some truly insightful answers and thought we would revisit some of the better nuggets by creating a SlideShare presentation. If you missed the original post or have not read it in awhile, check …
What is Customer Service? A Look Back via SlideShare Read More »
In our last post, What is Hero-Class Customer Service? Part 1, we discussed why we like the term Hero-ClassTM Customer Service and the characteristics that customer facing professionals need to become customer service heroes. The final piece of understanding Hero-ClassTM Customer Service is to discuss what it looks like in an organization as a whole. …
I’ve searched for a long time for a phrase to describe a level of service that is both amazing in its quality and impressive in its delivery. Sure, I’ve used the typical phrases for years — world-class customer service, platinum-level customer service, 5-star customer service — and so on. But these phrases are common, and …
So you decide to buy a pair of shoes. It begins when you see an advertisement for a holiday special. The advertisement promises free overnight shipping with a purchase over $100 and a discount on the pair of shoes you have been eyeing for months. Since the shoes put you just under the $100 limit, …
What Is Customer Experience Enhancement? And Why It Matters Read More »
Many quotes about the importance of customer service can be found online. In fact, a fairly popular quote about the nature of what a customer is has been making the rounds in the customer service world for years. The quote, in it’s more common form, reads like this: “A customer is the most important visitor …
Loyalty programs seem to be everywhere these days. From major airlines to local dry cleaners, it seems like wherever we go a company is offering us the option of joining their rewards program or loyalty club. So what are these loyalty programs and, more importantly, how effective are they? What Is a Loyalty Program? To …
What Is a Loyalty Program? (And Will It Work For You) Read More »
It is the most fundamental of questions. Like many concepts, customer service seems to be in the eye of the beholder, a Rorschach test for how one views business and, to some degree, life. Is customer service a mere business function, subject to the tight strictures of return on investment? Or is customer service an …
We wanted to try something a little different with this installment of the “What-Is” series and create a blog post completely written by our community. If you read blogs with any regularity, you know that often the real action happens in the comments, not in the post itself. In this post, there is no doubt: …
Customer service is one of those topics where it is easy to speak in broad generalities. Sayings such as the customer is always right and service begins with a smile easily convey basic, unqualified principles that mask the fact that what defines excellent customer service will always be incredibly individual in nature. However, while superior …
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