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 […]

Guest Poster: Joseph Michelli The following is a guest post from Joseph Michelli. Joseph A Michelli, PhD, CSP, is an internationally sought-after speaker, consultant, and New York Times No. 1 best-selling author. You can find more information about him at josephmichelli.com. In this post, Joseph explores how important hearts and minds are to earning customer loyalty. He […]

Customers are irrational. They overvalue what they already have, they react differently based on how an issue is framed, and they are less satisfied with decisions when they’ve been given more options to choose from. However, these well-known forms of customer irrationality are often easy to work around and can even be used to enhance customer experiences. […]

Last week a video of a Gainesville, Florida police officer following up on a noise complaint went viral. When Officer Bobby White arrived on the scene, he found a group of young kids playing basketball in the street. What he did next is a lesson in human relations, community policing, and even customer service. He played […]

Many organizations today are in a position of advantage. They have significant market share, weak competition, and strong pricing power. They can maintain their customer bases through sheer size, lack of competition, or high switching costs. As discussed in Chapter 21 of Be Your Customer’s Hero, industry consolidation trends are having a negative impact on customer experiences. Many industries […]

Customer service teams are only as effective as they are productive. With so many organizations and departments spread thin, doing more with less has become the mantra of many customer-facing teams. These 10 productivity hacks will help you maximize your efficiency and deliver better customer service across the board. Check out the SlideShare presentation below to […]