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Guest Poster: Gareth Cartman It is my pleasure to introduce Gareth Cartman. Gareth works with MS Dynamics CRM partner, Preact, and blogs frequently on tech, outsourcing & marketing issues. When was the last time you had a really good customer experience? They stand out, don’t they? But do we shout about them? Not usually. While …
On March 7, 2012, we asked 19 business, marketing and customer service experts the fundamental question: What is Customer Service? We received some truly insightful answers and thought we would revisit some of the better nuggets by creating a SlideShare presentation. If you missed the original post or have not read it in awhile, check …
What is Customer Service? A Look Back via SlideShare Read More »
Guest Poster: Andrew Konoff It is my pleasure to introduce Andrew Konoff. Andrew is the Marketing and Community Manager at GoInstant, a co-browsing company. There, he runs a blog that focuses on bringing customer experience management to a broader audience. You can find him on Twitter as @andrewkonoff. Last week I decided it was finally …
Five Ways that Video Matters for Customer Experience Read More »
Guest Poster: Chase Clemons It is my pleasure to introduce Chase Clemons. Chase is part of the support team at 37signals and the founder of a customer support community at Support Ops. You can connect with him on Twitter. When you think of companies with millions of customers, a good customer experience often isn’t in …
Customer Support: How a Small Team Can Produce Results Read More »
For the launch of the Customers That Stick blog, we published a roundup post entitled What Is Customer Service? At the beginning of that post, I posited a question: “Is customer service a mere business function, subject to the tight strictures of return on investment? Or is customer service an expression of human decency, something …
How a Prisoner’s Dilemma Explains the Power of Customer Service Read More »
Sales is one of the toughest jobs in business. To survive in the sales game, you need a thick skin and an unwavering persistence. At the same time, to thrive in sales you need a sunny personality, a way with people, and a firm grasp of the dynamics of the sales game. This is why …
5 Lessons Salespeople Can Teach Customer Service Professionals Read More »
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. …
Customer Service Story: Shep Hyken’s Classic Taxi Tale Read More »
The illustrious Stephen Covey passed away earlier this week. Covey was a legend in the business community. Author, speaker, and educator, Covey was most famous for his huge bestseller The 7 Habits of Highly Effective People. The 7 Habits had a major influence on my life. It was released when I was in business school, …
The 5th Habit of Customer Service: A Shout Out to Stephen Covey Read More »
The reality of the customer relationship is that the two parties are not on equal terms. Businesses exist to serve customers, and as such, business professionals must embrace the challenge of attempting to understand the customer, they must embrace the responsibility of empathy. To deliver effective customer care, we need to understand that we do …
This topic came up in a discussion with a team member. She asked, “how do I know when to jump in and help someone with a customer?” It was not a problem I had thought much about before. While I had discussed the eventuality in training, I had not given much consideration to the level …
When Should You Help A Coworker Struggling With A Customer Read More »
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