Anticipating Customer Needs

What’s even better than taking care of customer’s needs with great customer service? Having customer service that anticipates your customer’s needs and takes care of them before they even think to ask! On the old tv show M*A*S*H, Radar O’Reilly was the ultimate assistant for Colonel Potter, anticipating his needs so thoroughly that he would […]

read more

GSB TV: Demonstrating Customer Appreciation

Have you ever put effort into something only to feel unappreciated? If you don’t treat your customers right, they could very well feel the same way. In fact, 68% of customers will leave a company when they feel unappreciated. In this session of the GSB TV Customer Service Show, Ricardo Jimenez and Rachel Baker talk […]

read more

The Real Meaning of a Customer-Centric Business

You hear a lot about the importance of making sure your business is customer-centric. But what does that really mean? I actually prefer the term customer-focused, but either way, the key idea is that all decisions are made with the customer and his or her best interests in mind. And that means all decisions, large […]

read more

Customer Loyalty Tips from Amazon

April is Customer Loyalty Month. What is your company doing to create—and earn—loyalty from your customers? To improve your own customer loyalty initiatives, get some tips from a company that really knows how to create customer loyalty: Amazon.com. In this video, learn 5 specific ways that Amazon builds loyalty in its customer base, including: When […]

read more

GSB TV: Quick Tips for Better Customer Service

This week on the GSB TV Customer Service Show, Rachel Baker and Ricardo Jimenez look at four important parts of a great customer service strategy. Everyone has had good and bad experiences in customer service—whether as the customer service representative or simply as the customer. How that experience goes can make or break the relationship […]

read more

GSB TV: Building a Customer-Centric Culture

This week on the GSB TV Customer Service Show, Rachel Baker and Chris Barnes talk about how you can build a customer-centric culture in your business. A business that is focused on its customers, and makes that ethos clear at every level and every interaction, will provide great customer service and create enthusiastic, loyal customers. […]

read more

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 […]

read more