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A few years ago, I was asked to give a quote for an article to answer this question: What is your favorite customer service metric and why? When the article came out, the great majority of answers were what you would expect NPS, C-SAT, CES, but my answer was different. I responded with one word: […]
Customer Service Must Be Profitable Read More »
If you read customer experience news or trade websites, the percentage of articles that are in some way related to artificial intelligence is remarkable. While I haven’t counted them–obviously–it must be over 50 percent and could be as high as 60 to 70 percent. It’s not that AI is a new topic; it’s not. And
Lessons from COVID for the Age of AI Read More »
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.
How to Calculate Customer Retention Rate Read More »
As the Thanksgiving holiday approaches here in the United States, we thought it would be a great time to discuss a few different ways you can use language to express your gratitude to customers. Thanking customers and telling them how much you appreciate them are important parts of the customer’s emotional journey, and it is
5 Ways to Use Language to Thank Customers Read More »
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 love stories about incredible customer service? Heck yeah! But they are the cherry on top; they are
Exceeding Customer Expectations Is Nice but Not Necessary Read More »
It’s official! We’re celebrating the 1 year anniversary of Be Your Customer’s Hero! By focusing on the skills frontline teams need to successfully navigate relationships and interactions with customers, Be Your Customer’s Hero has directly impacted customer-facing teams and businesses teams all over the country and the world. To commemorate the one year anniversary of HERO,
8 Ways to Be Your Customer’s Hero Read More »
In Chapter 7 of Be Your Customer’s Hero, I wrote the following: Great customer experiences begin with a great attitude, but so does satisfaction and happiness at work. Attitude certainly isn’t everything; skills and competence do matter. However, without a great attitude, these attributes are almost meaningless. Your attitude will determine your ability to serve
In Customer Service, Is Ordinary Now Extraordinary? Read More »
I needed to get some routine blood work done a few weeks ago, and the doctor recommended that I use the hospital network his practice was affiliated with. My schedule was packed and the hospital was not close, so I found a major testing company that was closer to home and gave them a call.
When Bad Systems Happen to Good People Read More »
In yesterday’s Monday Motivation, a Monday email sent to subscribers to our eNewsletter The Customer Conversation (link no longer active), we spoke about Walter Mischel’s famous experiment on self control and delayed gratification in children. Here is part of the email: Researcher Walter Mischel at Stanford devised an ingenious experience back in the Sixties to
Are Your Customer Service Reps Eating the Marshmallow? Read More »
Now that Be Your Customer’s Hero is on bookstore shelves and being used by frontline customer service professionals across the country (and the world!) to help them deliver Hero-Class® customer experiences, I wanted to take a moment to publicly thank some important friends and colleagues who played a part in HERO. Many of those listed
A Hero-Class® Thank You! Read More »
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