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
More...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
More...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...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
More...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
More...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
More...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
More...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
More...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
More...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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