Obviously, we focus almost exclusively on the topics of customer service and the customer experience here at Customers That Stick. We believe that a great customer experience and superior follow up  are some of the key differentiators between a healthy organization poised for long term success and an unhealthy enterprise bleeding out its potential future. […]

The following infographic — 10 Things Your Customers Wish You Knew About Them — comes from Gregory Ciotti at the Help Scout blog. What I love about this graphic is the crossover between psychological research and actionable customer service teachings. Here are 3 of my favorite points from the infographic: Check out the other 7 […]

Who is the ideal candidate for a customer service position? What qualifications should that person have to succeed? Since customer service in inherently broad in scope, stretching across industries, sectors, and environments, no definitive set of qualifications exists. The skills one needs to deliver great customer service will differ between a wholesale jet fuel company […]

I wanted to share a great customer service story from customer service speaker Shep Hyken. Shep’s story of his encounter with a Texas taxi driver is a classic and demonstrates how any person or organization can deliver an incredible customer experience by focusing on the customer and by breaking through the boundaries of their industry. […]

What makes your company and your service stand out from the crowd? Do your customers rave about your business when speaking with friends and family? Are your customers thinking about the standards of excellence created by your business when they are engaged in experiences elsewhere? To be remarkable is to be remarked upon — and […]

How do you handle angry customers? It is a question you hear often when training for customer service. Anger is a trigger for most people. It creates an immediate psychological reaction in the recipient, and that reaction is different for everyone. While there are numerous techniques for handling angry customers, one of the most fundamental […]

Are customers who use social media different than other customers? The American Express 2012 Global Customer Service Barometer (pdf) says Yes, they are. In addition to establishing a few key differences between consumers who use social media and those who do not, the AMEX Barometer sheds light on general consumer attitudes towards customer service and […]

Guest Poster: Ken Mueller It is my pleasure to introduce Ken Mueller, owner of Inkling Media, a social media, marketing and communications consultancy based in Lancaster, PA. Inkling Media offers a personal, hands-on approach that gives you the education and tools necessary to create and manage a successful Internet marketing program. Customer service isn’t just […]

Hello everyone, in place of my usual Thursday post, we simply have an announcement. I will be embarking on a #DigitalDiet for a little bit. I will be around (so to speak) but disconnected from the Matrix.  🙂 In my absence, Ken Mueller, owner of Inkling Media, a social media, marketing and communications consultancy has […]