It’s time that we stop considering customer service as a cost and start focusing on the value it creates for our customers – and our business. Let’s look at how one successful organization does it.
“Do you feel in safe hands?”
For travelers who face an emergency in a foreign land, it’s a question that could mean the difference between life and death. Continue reading
Our organizations are obsessed with customer satisfaction. Maybe too obsessed.
It’s pretty clear why, judging from the research. Customers who receive the best experiences spend 140% more than those with who receive the poorest ones. And far from being cost-prohibitive, providing superior customer experience actually reduces the cost of serving customers by as much as 33%. Continue reading
By all measures, the company should have been out of business long ago.
But there I was, listening intently as its CEO explained how the online software firm he founded managed to defy the grim reaper not once but twice. Continue reading
Want to be more productive on the job? Learn from the experts who know how to get the oxygen flowing and the blood pumping.
“Sit up straight!”
“Take a deep breath!”
We’ve received those pieces of advice many times during our lives. What we probably didn’t realize is that they can also help us do our jobs better. Continue reading
Today’s consumers increasingly demand customer service on their terms. Maybe it’s time to follow the example of Dutch airline KLM and get more familiar with one of the customer service apps that does it all.
We all know that customers have different preferences for how they want to access customer service. Some want to dial a number while others prefer to type out an email, use an app or visit our website.
Wouldn’t it be great if there was just one app that could accommodate every possible customer-service preference?
There is, and it can. Continue reading
I couldn’t believe what I’d just heard.
I was on the exhibition floor at Enterprise Connect Conference in Orlando in March last year, when I overheard a marketing executive proudly announce, “We’re automating 97% of our customer service functions….” Continue reading
Who hasn’t been on the receiving end of a forgettable customer service experience? Everyone has a horror story to share. Based on a recent experience, though, there may be hope for better service.
I had the most gratifying experience while on hold the other day.
Yes, you read that right. Continue reading
