|
I enjoyed this excellent infographic from the folks over at Help Scout. The infographic, originally posted by Gregory Ciotti on the Help Scout blog, curates a number of well-known statistics with some lesser-known data to synthesize a graphic that shows how costly customer service can be. A few standout takeaways serve as great reminders: Enjoy …
Okay, I will admit it: one of the guilty pleasures in my household is a show called Doomsday Preppers. To begin, I have always been interested in preparedness, and modern disasters like Katrina and Sandy have only helped to reinforce that interest. Both storms exposed a concern that was previously disregarded as a paranoiac fantasy: …
Organizational Management: The Doomsday Preppers Edition Read More »
The concepts of primacy and recency dictate that in any encounter we tend to remember what happened first and what happened most recently. Exceptions abound, but the law of primacy reminds us that first impressions matter — in life and in the customer experience. While optimizing the customer experience should generally be approached holistically — …
6 Can’t Miss Ways to Kickstart Your Customer’s Experience Read More »
Scripts have a bad rap in the customer service field. No matter the format — speeches, blog posts, chats — it is common to hear customer service professionals say things such as… And they are right… For the most part. Why Scripts Suck Who doesn’t hate having a semi-skilled customer automaton robotically read a canned …
One of the sad realities of customer service is that a small percentage of customers will resort to threats to attempt to get what they want. Reasons vary. Perhaps the customer is exasperated and is lashing out. Perhaps the customer hasn’t gotten what they want and is escalating it to see if you will back …
In 7 Ways to Deliver a Faster Customer Experience, we discussed some of the ways businesses can improve the customer experience by speeding up the underlying processes that affect customer interactions. The third method we discussed, Upgrade Your Technology, barely scratched the surface of the crucial role technology plays in the customer experience and how …
Upgrade Your Customer Service Technology on a Budget Read More »
Guest Poster: Gregory Ciotti Gregory Ciotti is the marketing strategist at Help Scout, the invisible email management software for small-businesses and startups. Get more customer service content from Greg on the Help Scout blog or stop by and download one of our Customer Loyalty Resources (no charge). By now you know that the customer experience will …
5 Customer Support Emails that You Must Get Right Read More »
In the Second Screen Era, the need for speed is no longer an option. People’s lives are more harried and hectic than at anytime before, and the fastest way to turn customers from raving fans to raging detractors is to waste their time. Speed does not mean rushing the customer; speed means delivering the customer …
One year ago today we officially launched Customers That Stick! Being part of a strong blog community (or many communities, if that is the way you like to view it), it is easy to forget that not everyone has been around since the beginning. We’ve gained many new readers over the past year, and we …
Just a sample text from heading element.
© 2011-2023 CTS Service Solutions, LLC.
All rights reserved.
Legal Information | Privacy Policy
How to Cite this Site