Category Archives for what-is
Slideshare: What is a Customer Service Hero?
On January 28, 2013, we introduced a new way to define ideal customer service. We had a lot of fun putting together our concept of Hero-Class Customer Service™, a concept that stems from the belief
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What is Customer Service? A Look Back via SlideShare
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
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What is Hero-Class Customer Service? Part 2
In our last post, What is Hero-Class Customer Service? Part 1, we discussed why we like the term Hero-ClassTM Customer Service and the characteristics that customer facing professionals need to become
More...What is Hero-Class Customer Service? Part 1
I’ve searched for a long time for a phrase to describe a level of service that is both amazing in its quality and impressive in its delivery. Sure, I’ve used the typical phrases for years — world-class
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What Is Customer Experience Enhancement? And Why It Matters
So you decide to buy a pair of shoes. It begins when you see an advertisement for a holiday special. The advertisement promises free overnight shipping with a purchase over $100 and a discount on the pair
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What Is a Customer? Did Gandhi Really Say?
A fairly popular quote about the nature of what a customer is has been making the rounds in the customer service world for years. The quote, in it’s more common form, reads like this: “A customer
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What Is a Loyalty Program? (And Will It Work For You)
Loyalty programs seem to be everywhere these days. From major airlines to local dry cleaners, it seems like wherever we go a company is offering us the option of joining their rewards program or loyalty
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What Is Customer Service?
It is the most fundamental of questions. Like many concepts, customer service seems to be in the eye of the beholder, a Rorschach test for how one views business and, to some degree, life. Is customer
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What Is Great Customer Service?
We wanted to try something a little different with this installment of the “What-Is” series and create a blog post completely written by our community. If you read blogs with any regularity, you know
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Understanding Customer Lifetime Value: A Non-Geek’s Guide
What is Customer Lifetime Value and Why Is It Important? Customer Lifetime Value (CLV) attempts to determine the economic value a customer brings over their “lifetime” with the business.
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