I had the pleasure to speak with Jay Baer for our new “Expert Interviews” series on YouTube. Jay is a renowned business strategist, keynote speaker and the New York Times best-selling author of five books who travels the world helping businesspeople get and keep more customers. He recently wrote a fantastic book on social media […]

Everyone who has ever worked in a customer service capacity knows that we won’t always have the ability or resources to solve every customer problem we encounter. What we can do each and every time we speak with a customer is offer them our attention, by listening to their needs in an engaged manner and responding appropriately. Listening forms the foundation […]

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. […]

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 […]

Amazon. The name itself perfectly captures the essence of what the company has become. It is the largest, dominant feature in its ecosphere. It provides sustenance to those who use its resources. It serves as an economic engine for those whose livelihoods center around it. And nearby bodies of water feed it more than they […]

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, […]

When a customer refuses help, it can sometimes feel personal, like a form of rejection. As I’ve interacted with frontline reps, both as a speaker, a trainer, and a customer, I’ve seen how the simplest, most benign “no” from a customer can cause a customer-facing professional to shut down. It’s almost as if you can […]

Interview: Suzie Blaszkiewicz of GetApp Suzie Blaszkiewicz is a market analyst and content editor for GetApp.  GetApp offers a digital comparison tool of customer service software and recently published a report on the Top 25 Customer Service Apps. Suzie speaks with us about the methodology behind the study and some of the surprising results. If you’re interested in customer service […]

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 […]