Shaun Belding

Excerpt #1 from The Journey to WOW: The Customer Experience Attitude

Excerpt #1 from The Journey to WOW, a customer experience book by Shaun Belding Author’s Note: When writing The Journey to WOW, I tried to create a story that would be meaningful for everyone involved in creating a customer-focused organization. This...

One Rare Customer Service Skill That Will Set You Apart

We all know how much of a difference that finely-honed customer service skill makes. They help to create relationships and, as we discussed in the last Winning At Work, it is the relationships we build, not the transactions we make that create real c...

The Top Six Worst Customer Service Stories Of 2017

Recently, we took a look at the top ten outstanding customer service experiences of 2017. This post takes a look at the top six worst customer experiences of 2017. “Why not ten,” you might ask?  Good question. 2017: The Year Of Being Offended T...

Top 10 WOW Customer Service Stories From 2017

Here are the top 10 WOW Customer Service stories from 2017. With 2017 drawing to a close, we’ve gone through our notes to find what...

Alibaba Customer Experience: A Study In How NOT To Do It

Customer experience is a combination of things – people, policies, processes and practices – that all work together to send the message to customers...

Do Chatbots Actually Improve Either Customer Service Or The Bottom Line?

Here we go again. I have a vivid memory my first encounter with an IVR.  It was Bell Canada’s “Emily.”  It was as close as...

United Airlines Appears Committed To Bad Customer Experience

It can’t be accidental.  There is no way that a company as large as United Airlines can continue to flagrantly abuse its customers by accident. ...

What Outstanding Customer Service Leaders Do Differently – Part 1

When you look closely at truly outstanding customer service leaders, you will find that there are two common and powerful practices they all share. ...

The Single Most Important Customer Service Skill You Can Have

What is the most important customer service skill one can have?  The answer might surprise you. What is the most important customer service skill you can...

Customer Loyalty Comes From These Three Things

There are two common beliefs about customer loyalty.  The first is that loyal customers are important to a business.  The second is that loyalty,...

Amazing Customer Service Demonstration From ASOS

What is amazing customer service?  What is the ROI?   Here’s an outstanding example from a customer service employee of the online British fashion retailer ASOS. The customer was...

A Surprisingly Powerful Way To Improve Customer Service

“What is the best way to improve customer service?”  That is the question successful organizations ask on an ongoing basis.  Most take a strategic,...

Two Words That Kill Rapport

The ability to build rapport is the hallmark of successful people everywhere. It plays a vital role in virtually every aspect of our lives. ...

How To Take Ownership In Customer Service

The recent research from The Belding Group identified that the single most important factor in creating positive word of mouth is to take ownership...

The Surprising Customer Experience Killer

Is it possible that your efforts to improve your customer experience could actually be having the reverse effect? The answer for many companies, it...

Zulily’s Brave Response Creates WOW Customer Service

There is a wonderful story going viral about the actions of a customer service representative at the online fashion retailer Zulily.  See the story...

Comcast Customer Service – One Year Later

When Brian Roberts took over as CEO of cable giant Comcast a year ago, he pledged to improve their notoriously poor customer service. He,...

Customer Service Statistics to Guide You For 2016

New research conducted over the last 18 months has reinforced why all organizations need to continue improving their customer experience and customer service skills.  There is also much clearer direction...

How to Deal With Customer Service Language Barriers

In today’s global village it is not uncommon to find yourself face-to-face, or on the telephone, with a customer who is struggling with your...

Guide Your Customer Service Training Initiatives With These Six Pillars

When you are looking to improve the customer service in your organization, one of the first things you need to do is identify is...

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