The way consumers engage with a company’s customer services is changing. Fed up with remaining on hold and chasing unanswered emails, customers are inc
How customer service leaders can influence product decisions
How can customer service leaders get a seat at the product table - and what data should they use to support their case?The first step of being heard
M&M Home Remodeling Services is recognized among the top customer service leaders in the...
M&M Home Remodeling Services is recognized among the top customer service leaders in the residential construction industry - M&M are exterior renovation professionals serving the greater Chicago metro area.
How to Deliver Seamless Service to Your Customers
When customers contact your organization, they deserve to receive exceptional service without having to navigate through an obstacle course. Obstacles may include a complicated phone system, the inability to talk to a “live” person, long “hold” times, or being transferred to other departments where they are asked to repeat their request multiple times. Seamless service …
10 companies with the best customer service in Canada
These 10 companies deliver the best customer service in Canada, according to a study from J.D. Power.
12 tips for using Twitter as a customer service tool
Customers are tweet grievances and questions constantly. Are you listening—or responding? Here’s how to do it the right way.
The secrets of good customer service
During our annual trip to visit friends in Rhode Island, we were in search of a place to have breakfast before heading to the beach. We stopped at a tiny place on the way. It was in a strip mall and not notable in any way from the outside The busy place only sat about 20 and the waitress waved us in to sit. The waitress' above average customer service was a great example how service can enhance one's experience and make the…
Why there is no more “mobile” in customer service
Don’t stop working on your mobile strategies just yet What I mean is: “it’s all everything.” Consumers expect to be able to do everything they do with a service provider via landline/mobile phone/tablet/laptop/call center/etc In years past, there was a strong demographic qualifier to that statement. But in Chartwell’s Consumer Survey last August, even 41% of people over age 65 told us it was “very important”…
What is the impact of good customer service?
Most leaders understand that customer service is important. But few truly understand the impact of good customer service. Here's the good, the bad, and the ugly truths.
Discover your customer service DNA
Award-winning customer service and experience expert Shep Hyken takes time to consider the defining moments that shape leaders in customer service.
A Service Leader’s Quick Guide to Hiring for the Holiday Rush
The most wonderful time of the year for shoppers is right around the corner. The first day of November marks the first day of the official holiday season, the busiest time of year for most retail operators. For many retail players, such as brands operating jewelry, department, consumer electronics, clothing, footwear, sporting goods or other specialty retail, the time between November 1 and December 31 brings in 20% or more of total sales for the year And this holiday season is expected to…
9 expert tips on avoiding the pitfalls of customer service
C-suite executives and senior business leaders discuss how to overcome damaging customer service failings