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Did you know that 77% of customers expect to interact with someone immediately when they contact a company during a crisis? The recent global outage affecting major service providers like Microsoft and CrowdStrike has highlighted the need for businesses to be prepared. For enterprise companies, the stakes are even higher.
When you make a customer smarter, at least two things are happening. One, you’re showing off your knowledge in such a way that is all about the customer, and not just about how much you know. And second, you’re eliminating confusion, which creates clarity and confidence. . Just make your customers smarter. .
Here is the best from 2024: Rip the Band-Aid Off Communication : Communication is a cornerstone of the customerexperience. CustomerService Week 2024 : This special week is celebrated the first full week of October. It may be someone elses fault, but to the customer, you are the company. Find ways to be simple!
Even if they don’t matter to the customer, they should still matter to you. As it applies to customerexperience (including customerservice), it is often the little details that move the experience from average to amazing. They are also important to our customers, whether they know it or not.
There are many great customerservice stories that can serve as a template for how to handle a problem. I always fall back on my five-step service recovery process to handle all complaints and problems. And, they didn’t get there by disappointing their customers. The customer tells other people.
Someone asked me a question: Sometimes I’m so frustrated when I call a company’s customerservice number. And if you really think you are 100% right and the customer support agent is wrong, consider ending the call and calling back to speak with a different agent who may respond differently. So that’s my advice for the customer.
Recognizing and supporting vulnerable customers is not just a regulatory necessity—it’s a moral imperative. Sometimes, customers keep their struggles to themselves. That’s why it’s up to service professionals to stay sharp and spot the subtle signs that someone needs a hand.
This was their CustomerExperience Summit, and the theme for the meeting was “Think Small: Big Differences Come from SMALL Details.”. Jason Bradshaw, the Director of CustomerExperience, shared his vision about Volkswagen Australia being recognized and known for their amazing customerservice.
Sometimes, the most common-sense customerservice tips are the most important. A while back, I was talking to my lawyer about the “client service” I experience from him and his firm. And, the first thought that came to mind when asked how to improve the experience was basic common-sense: just return calls quicker.
What if your customers said they would be willing to pay you twice what you normally charge? All they want in return is an amazing customerserviceexperience. We already give great customerservice. The point is that great customerservice makes price less relevant. That’s all they want?
Maybe that’s the reason I’m so focused on creating amazing experiences for my clients and my clients’ customers—and, of course, everyone else. Shep Hyken is a customerservice expert, keynote speaker, and New York Times bestselling business author. I’m a people-pleaser. I like to make everyone happy.
I was asked the same question three times in the last week: “What is the biggest opportunity in customerservice?” If a customer has a problem, issue or question, the speed in which you move them from concerned or upset to happy could be the difference between the customer coming back or not.
This week we feature an article by Megan Wenzl about the importance of online reviews to your business and customer engagement. Customer engagement is the communication with customers through a variety of channels to create emotional connections that foster customer loyalty. Reviews Help Customers Find You.
Each week I read a number of customerservice and customerexperience articles from various resources. 16 Statistics Showing Data’s Influence on CustomerExperience by Tricia Morriss. My Comment: Data and personalization ate HOT topics in marketing and customerexperience. Some are exciting.
Each week I read a number of customerservice articles from various online resources. You’ll have to read this excellent article by Vala Afshar, a genius in the world of customerservice and CX. Impulse service on steroids by Chip Bell. My Comment: Part of an amazing customerexperience can be driven by technology.
For a number of years, I’ve preached that our customers no longer compare us just to our direct competitors, but instead to the brands they enjoy doing business with the most. In other words, the ones that provide the best customerservice and experience. Still, it is setting a high bar. This is an easy one to emulate.
Each week I read a number of customerservice articles from various online resources. Rethinking Federal CustomerExperience by Frank Konkel. Nextgov) This eBook looks at how agencies are baking customerexperience into their missions. The government admits to delivering poor customerservice.
Here are 3 secrets to building a great B2B customer support team. It’s all about your customer onboarding experience. There’s a similar dynamic between customer onboarding and customer support. This concept applies not only to customers, but also to agent morale and company culture.
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