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Time and time again, we see evidence that great customerservice experiences are critical in maintaining customerloyalty and satisfaction. According to research conducted in 2015 by Aspect Cloud Solutions , 76% of respondents see “customerservice as a ‘true test’ of how much a company values them.”
Great customerservice. That’s what our customers want and that’s what we wish to provide. In today’s post, I compiled my list of the top 10 customerservice acronyms to use every day. CustomerService Acronyms You Need to Know. So, what can companies do to improve customerservice?
In the customerservice world, we’re contacted by customers who have questions and problems. is an opportunity for a positive customerservice conversation right from the start. Here are three ideas: Yes and No – If you’ve been in sales, you may have been taught that the goal is to get the customer to say yes.
Then, change it sooner rather than later. Here are a few of my favorite slogans: Zappos: “Delivering Happiness” – Zappos is an online shoe company known for its award-winning, legendary customerservice. Shep Hyken is a customerservice/CX expert, award-winning keynote speaker, and New York Times bestselling author.
It’s easy to say that we put the customer first, but what does that actually look like in practice? In the past, customerservice centers were viewed as cost centers or expenses. Today, the organizations that are delivering a superior customer experience are proving just how outdated that perspective is.
The post A CustomerLoyalty Exercise – An Excerpt from Our NEW CustomerService Book Taming Gladys! They get to hear how their peers handle tough situations. They get to collaborate and practice new ways of approaching tough situations and share what they do that works. appeared first on Who's Your Gladys?
Each week, I read many customerservice and customer experience articles from various resources. What Customers Really Want From a Loyalty Program by Eileen Stephens (CMSWire) Customerloyalty programs have become a multi-million-dollar industry and a critical driver of revenue for brands.
Each week, I read many customerservice and customer experience articles from various resources. Chewy CEO Sumit Singh explains that a “moat” of human-led customerservice was built around the Chewy brand so that it can compete in the evolving marketplace. Good experience builds loyalty.”
Each week, I read many customerservice and customer experience articles from various resources. How To Make Your Customer Strategy Fun by Chip Bell (Forbes) Is your organization about fun? How often do your customers giggle? Customers’ expectations continue to rise. Let’s learn from some of the best.
Each week, I read many customerservice and customer experience articles from various resources. B2B CustomerService: 5 Proven Strategies to Drive Success by Foundever (Foundever) What sets leading B2B (business-to-business) brands apart? Successful B2B companies view their customers as partners.
Each week, I read many customerservice and customer experience articles from various resources. Creating Great Customer Experiences Starts With Employees by Matthew McGuire (CMSWire) Empowered, well-supported employees deliver better customer experiences. Here are my top five picks from last week.
Each week, I read many customerservice and customer experience articles from various resources. 15 Strategies for Effective CustomerService Resolutions by Pratik Salia (Knowmax) Handling customer conflicts well isn’t just about resolving issues—it’s your chance to turn frustrated customers into long-term customers.
Each week, I read many customerservice and customer experience articles from various resources. Top 30+ Customer Experience Statistics to Know in 2025 by Viraj Mahajan (Notta) If you were to list a businesss most crucial operations in 2024, customerservice would probably be among the most important ones.
Each week, I read many customerservice and customer experience articles from various resources. How to Improve Customer Support on a Budget by Tycoonstory (Tycoonstory) Whether youre a startup starting to gain traction, or an established business, you need to run a lean operation.
Each week, I read many customerservice and customer experience articles from various resources. Crafting a Successful CustomerLoyalty Campaign by Denis Hure (Reward the World) Customerloyalty is the backbone of sustainable business growth. It gets customers to come back again and again.
If you have been following my work, you may remember something I refer to as The Loyalty Question. It goes like this: What am I doing right now to make sure the customer comes back the next time they need whatever it is we sell? Most people think customerloyalty is about a lifetime. So, The Loyalty Question 2.0
Each week, I read many customerservice and customer experience articles from various resources. 17 Key CustomerService Skills + Ways to Develop Them by Nidhi Lohia (Hiver) In this article, we take a look at 17 essential skills that are relevant for those working in customerservice.
Each week, I read many customerservice and customer experience articles from various resources. My Comment: Lets kick off this week with a powerful statement: In 2025, delivering exceptional customer experiences (CX) is the difference between growth and decline. Second: CX Is More Than Just CustomerService.
We Want Satisfied Customers: Our annual customerservice research found that one in four (23%) dont return to a business that just satisfies them. Only the Front Line Needs CustomerServiceTraining: Everybody in an organization is responsible for their role in customerservice.
Each week, I read many customerservice and customer experience articles from various resources. My Comment: Of course there are more than three things that will set your customerservice apart from others, but these three are a good start for just about any company. Here are my top five picks from last week.
Each week, I read many customerservice and customer experience articles from various resources. The 2025 CustomerService Transformation Report by Intercom (Intercom) For years, weve tracked gradual changes staffing struggles, rising customer expectations, the shift to digital-first.
When a business clearly defines its customerservice culture in its mission statement, values and goals, great things can happen. A great example of how a finely crafted mission statement can create a customerservice culture comes out of Singapore. Key learning point to customerservice culture.
It’s unrealistic to think you could retain 100% of your customers forever. That leaves 49% of customers who could potentially be swayed by price. Did they just build a location that’s closer to your customer? If that employee moves to the competition, they may take the customer. Did they extend their business hours?
When a business clearly defines its customerservice culture in its mission statement, values and goals, great things can happen. A great example of how a finely crafted mission statement can create a customerservice culture comes out of Singapore. Your Service” books and founder of UP! Your Service.
Don’t offer customerservicetraining. Training is finite, usually only one to several days. Training is one-way, “I know everything, you know nothing” instruction. Training is the how and what of service. Training is what employees do to develop the business.
Customerloyalty… This is what companies strive for, to create loyal customers. Some companies have earned a reputation that keeps bringing their customers back, again and again. If it doesn’t, it doesn’t matter how good your customerservice is. How do they do it? It’s not about a lifetime.
Each week I read a number of customerservice and customer experience articles from various resources. 8 Ways to Win CustomerLoyalty With Streamlined Customer Support by Samuel O’Brien. My Comment: We start this week with a great list of ideas on how to create customerloyalty.
Customerloyalty is not by offering discounts, upgrades, or subscriptions to repeat customers. Real customerloyalty is built on service so great that customers return again and again, raving to others along the way. Excellent customerservice is one of the best ways to achieve this goal.
Each week I read many customerservice and customer experience articles from various resources. What Is CustomerLoyalty and Retention (And 3 Tips for Improvement) by Scott Clark. My Comment: In my newest book, I’ll Be Back , I cover the difference between a repeat customer and a loyal customer.
Each week I read a number of customerservice and customer experience articles from various resources. How To Thank A Customer For Their Business | Tips, Tricks, & Budget-Friendly Ideas by Philipp Wolf. The 3 Principles of Brand Loyalty After COVID-19 Rocked Our World by Kim Campbell.
Your customer retention is super important to your bottom line—after all, customerloyalty is well-known for being more valuable than customer acquisition. With stakes this high, it’s essential that you build a solid customer retention plan that can lead to long-term customerloyalty.
Each week, I read many customerservice and customer experience articles from various resources. Fresh Ideas to Spark Customer Engagement by Dan Pratt (Call Centre Helper) Customer engagement is critical to maintaining a loyal customer base, but achieving this consistently is a challenge!
We don’t have the budget to expand our customer support department. . Our annual customerservice research shows that of all the ways customers reach out for customer support, social media channels like Twitter, Facebook, Instagram, and others are at the bottom of the list, but that doesn’t mean they should be ignored. .
Each week I read a number of customerservice and customer experience articles from various resources. CustomerThink) Here are nine new findings from the 2021 State of the Contact Center Report which included 400 US and UK contact center and customer experience leaders. Here are my top five picks from last week.
Each week I read many customerservice and customer experience articles from various resources. What Kind of CX Do Customers Really Want? No Jitter) Many customers still prefer email and voice channels for customerservice requests over chatbots. (No Loyalty is more than points. by Pam Hughes.
Each week I read many customerservice and customer experience articles from various resources. Experience Hotel Blog) The Experience Hotel team decided to conduct a survey on the impact of the different types of emails you can send to your customers. They may even make you rethink how you email your customers.
Each week, I read many customerservice and customer experience articles from various resources. With its unforgettable characters, intricate plots, and immersive storytelling, Star Wars encapsulates timeless wisdom that companies can apply to cultivate customerloyalty and satisfaction. You may think I am crazy.
Looking for ideas for how to create the best customerservicetraining program for your contact center? After all, according to our CustomerService Trends for 2022 report: Nearly all (95%) of customers say customerservice impacts their purchasing decisions.
Each week I read a number of customerservice and customer experience articles from various resources. Real Leaders) The title of this story is a line we use at my house when a product or service is unusually challenging. Customerservice expert Chip Bell sets the stage with a story. Package” by Chip Bell.
As he says, “The company that can add convenience to already good customerservice has an opportunity to disrupt their competition- maybe even an industry.” Shep Hyken is a customerservice and experience expert and the Chief Amazement Officer of Shepard Presentations. Now, THAT’s the sweet stuff. Listen Now!
So, here’s a question for you: Are you confident your customerservice and CX won’t scare your customers away? Proactive CustomerService – When you reach out to a customer before they call you about a problem – and sometimes before they even know there’s a problem – you’re proving you have their back.
Social media is bad for customerservice. Whether ranting or raving, customers are telling stories online about businesses whether those businesses are listening or not. But I am not against monitoring social media or using it as a responsive customerservice channel. QUI CUSTOMERSERVICE LEADERSHIP STRATEGY.
Many of you who read my articles or watch my videos may not have jobs related to customerservice or CX measurement, but that doesn’t mean you shouldn’t pay attention to what I’m about to share. This is my Loyalty Question , a concept I’ve shared many times over the years. However, you have an important role in the result.
Each week I read many customerservice and customer experience articles from various resources. Are You Asking the Right Customer Experience Questions? It’s these meaningful, actionable, high-quality customer perspectives that fuel unforgettable experiences and create brand loyalty. by Janelle Estes.
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