By John Tschohl First let me clarify the value of quality service. I believe that great service retains the customers you already have, attracts more customers, and develops a reputation that encourages customers to do business with you in the future. Are you guilty of the following customer service crimes? 1. Telephone torture. Too many firms […]
By Shep Hyken What does a good customer experience look like at your company? What does good customer service look like? Ask everyone on your team and listen to the answers. Will they be the same, or different? It will be interesting to see if your team recognizes the difference between experience and service. Many […]
By Shep Hyken It’s morning and you’ve just had breakfast. What are you going to have for dinner? In the U.S., 49 percent of people do not know what they are going to have to dinner. That stat comes from David Portalatin’s address at the Art of Beef Summit, sponsored by Cargill. As he was […]
One of the most exciting parts of any company’s journey is expanding into new markets. Whether that means going to the next town over, across state lines or into a new country, the feeling of growth and accomplishment never gets old. There will be, however, many new associated complications to manage. Supply chains will get […]
For the last several years, Forrester has consistently identified proactive engagement supported by automated technology as one of many key trends in customer service. Proactive engagement dramatically improves customer service efficiency. Case in point: Companies can easily automate the handling of customer support tickets involving routine issues, such as looking up account information, resetting passwords […]