What is the Velocity of Your Customer Service?

The CEO of Busey Bank, Van Dukeman, has an interesting concept he calls the Velocity of Business. I heard his presentation on the subject of how quickly a business moves when I had the privilege of working with the bank, and I realized the importance of how velocity applies to the customer service experience. What […]

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Do You Know, Like, and Trust Your Customers?

It’s common knowledge—and common sense—that customers want to do business with people they know, like, and trust. Business is all about relationships. Your customer relationships may fall on various levels, but at a minimum, customers should be able to count on you. They have chosen to spend money on your products or services, so to […]

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Are You Really Customer-Focused?

Many companies that claim to offer good customer service in reality are grounded in an operations mentality with rules and policies that allow for little flexibility, preventing them from rising above anything more than average or satisfactory. The companies that really understand customer service have a different focus. Their hiring and training is focused on […]

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10 Steps to Create a Customer-Focused Culture

I’ve talked and written a lot about how to create a customer-centric culture. I believe the basic premise is to start on the inside, with the employees. If you want to read more about it, there is a wealth of information in the articles on CustomerServiceBlog.com. For the short version to get you started, here […]

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5 Steps to Managing Complaints on Social Media

Social media is a customer service tool that has great potential beyond what most companies are currently using. Outlets such as Facebook and Twitter offer the opportunity for companies to enhance the customer service experience by posting value-added content. Often, however, their only involvement is to monitor what customers are saying about them on social […]

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Above and Beyond Customer Service

How would you like your customers to describe your customer service? One of the highest compliments you can receive is when customers say, “They have the best customer service. They go above and beyond.” I’ve heard this phrase repeatedly in the last week as four completely unrelated people have told me about their “above and […]

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