Top 10: Service and Support

Top 10 most viewed posts published in the past year, for this category.

7 Things You Should Never, Ever Share With Your Customers

In business, it is crucial to cultivate positive relationships with customers to win their loyalty. This relationship is built through constant engagement and interaction between the company and customers. These interactions are usually with the front line staff or service reps and they impact...

Case Study: Delta Airlines – When Digital Customer Experience Goes Bad

There’s little debate as to the critical nature of getting digital customer experience right. There isn’t a customer experience professional, IT leader or shareholder-focused senior executive that doesn’t get it. We all know it’s dramatically changing the ways companies need to deliver on customer...

The Difference Between Customer Service and the Customer Experience

Something serious has come to my attention: Some organizations still don’t know the difference between customer service and the customer experience for the contact center. Let’s start by saying, we know there’s a linguistic confusion, and we can go ahead and blame the English...

How to Improve Customer Service Training by 900%

Imagine your employees need customer service training.You want to hire a professional. Someone who can share cutting-edge concepts and really fire up the team. The standard approach is to look for someone like me. The trainer flies in, conducts the training, gets great reviews, and...

Hire Employees Your Customers Will Love: 3 Companies Share Onboarding Best Practices

Building a customer-first company involves every part of the business. Employees across teams and levels need to believe in the value of putting customers first and make doing so a priority day-to-day. But, when...

Seven Effective Practices For Preventing Customer Rage

“What we’ve got here is a failure to communicate”. That is a reference to the 1967 movie Cool Hand Luke, and my assessment after rereading the findings of our Consumer Study on Customer Rage associated with complaints and the complaint handling process. The communication problem...

5 Reasons Why Your Customer Service Should Include Chatbots

It’s an exciting time to be involved the customer service and communications space. There are more ways to interact with a brand than ever before (email, Twitter, even Snapchat), but one of the most new and exciting advancements is chatbots. In a recent article, The...

7 Companies Whose Customer Service Makes Us Swoon

Last week, a bunch of fellow #ICMIchat-ers and I met to discuss our customer service crushes, just in time for Valentine’s Day. Some of the regular suspects were mentioned (Amazon and Zappos, naturally), but it got me to thinking—what are some other brands that...

13 Ways To Calculate The True Cost of Customer Service

You've heard the heady numbers.For example, a 2014 NewVoiceMedia study revealed that U.S. businesses lose $41 billion per year due to poor customer service. You see that number and think, "Wow! Let's get on this customer service thing!"Your executives aren't as excited. They like the...

Forrester’s Top Trends For Customer Service In 2016

It’s a no-brainer that good customer service experiences boost satisfaction, loyalty, and can influence top line revenue. Good service — whether it's to answer a customer's question prior to purchase, or help a customer resolve an issue post-purchase should be easy, effective, and strive...

New Posts