Paul Selby

Using Personas to Define Customer Service

  It was once famously said, "if you build it, he will come." This might have been the case in the movie, but it's not...

Service and Success Drive Experience

Customer service. Customer success. Customer experience. What do they all mean and why do they matter? How do they work in concert and benefit each...

From Zero to Hero in Customer Service

"Save one." "What?" "Save one person." "And then?" "Then you'll know." I sat down one night recently and a superhero movie happened to on. I'd seen it before, but...

Three Ways Digital Transformation Drives Improved Customer Experience and Service

Digital transformation continues to be a hot topic, perhaps because there's still many questions surrounding it: what it is, what it entails, the challenges...

3 Bad Habits To Break in Customer Service

Bad habits. How do they start and take hold so easily? We all probably have a few bad habits in our private lives. We...

Reorient Knowledge to Drive Greater Customer Satisfaction

Most companies have recognized the value of investing in knowledge management (or KM), especially as part of their customer service strategy. It provides an always-available...

IoT Creates New Service Insights and Opportunities

We live in an amazing age. After all, who would think something like poor automobile braking performance could be addressed by a firmware update?...

Striking Treasure When Customer Service Journey Mapping

Source: Pixabay.com My company has been working with a customer on a case study and an accompanying webinar. While this probably sounds very uninteresting,...

Chatbots: this is only the beginning

There's many opinions today on chatbots as they relate to customer service. Some point to them taking jobs. Others believe they will fail because...

A Customer Service Bill of Rights

  This past week, the U.S. celebrated Independence Day, commemorating both the signing of the Declaration of Independence and the establishment of the U.S. as a separate...

4 Tips for Better Customer Service Survey Response Rates

Customer service surveys. It seems like every interaction I have with a company's customer service department, I'm being asked for my opinion. I feel...

What’s your customer service roadmap?

Most companies maintain a roadmap of their products and services. It provides an idea of today's offerings, as well as where they are intended...

Isn’t It Time You Hacked Your Customer Service?

I was recently reading an article about using the hackathon format to test and develop non-software ideas. For those not familiar with the hackathon concept, they...

Identify and Respond to Product Recall Situations Faster with Connected Customer Service

Product recalls are an unfortunate and too common event. Recalls arise as a result of issues identified during use that were missed during product...

Three Ways To Simplify GDPR Requests in the Contact Center

As you're certainly aware, the General Data Protection Regulation (GDPR) officially went into effect on Friday, May 25th. The GDPR aims primarily to grant...

Is It True: “The Best Service Is No Service?”

"The best service is no service." An interesting phrase, this elicits many possible thoughts. Does it imply the complete absence of any kind of service...

Reap Big Benefits By Running Customer Service Like A Software Start-up

Last week, my employer ServiceNow held its annual customer conference. With over 18,000 attendees, it's an amazing week-long event. Among the many activities that...

Why CRM Struggles To Improve The Customer Experience

When I started my professional career as a frontline technical support analyst for a large software company, our call tracking system was essentially a...

Customer Self-Service Capabilities Aren’t Just For Customers

I write a lot about the importance and value of providing customers with self-service options. For one thing, customers prefer it. For another, self-service...

Three Tips for Winning At Proactive Customer Service from an Internet Service Provider

High-speed internet service is provided in most of the United States by only a few big providers. Where those providers serve, there also tends...

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