Setting the Standard for Customer Service

Who sets the bar for amazing customer service with your customers? Is it the best service in your industry? Not exactly. You no longer have to keep up with your competition, but you now have to keep up with your customers’ expectations—and the bar is the best customer service regardless of industry. The best customer […]

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We’re All Responsible for the Customer Experience!

Who is responsible for the customer experience in your business? Every department should be contributing, from marketing to communication to sales and more. Customer service is everything you do that touches the customer, and when everyone does their job, the customer does what all of us hope they will do: come back again and talk […]

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Turn Your Mishaps into Wins!

Do you have processes in place to turn minor mishaps into major wins? I recently witnessed a great example of an organization that knows exactly what to do. At a recent St. Louis Blues game, a fan a few rows ahead of me was hit in the head by a puck that came over the […]

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Treat Your Team Like Professionals

Your employees are responsible for creating amazing customer service experiences, and it’s important to demonstrate to them how important they are to your company. One way to reflect that importance is by calling them—and treating them as—professionals. Instead of a Customer Support Representative, how about a Customer Support Professional? It will give your employees greater […]

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Book Review: Be Amazing or Go Home, by Shep Hyken

Shep Hyken’s latest book, Be Amazing or Go Home, comes with a dramatic backstory. One of Shep’s employees suddenly developed a problem with tardiness, and general lackluster performance. After several conversations, things came to a head in a conversation where Shep reminded the employee of the company’s mantra: “Always Be Amazing!” After the employee acknowledged […]

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Is Your Customer Service Invisible?

Jeff Bezos once said, “The best customer service is if the customer doesn’t need to call you, doesn’t need to talk to you. It just works.” The best customer service goes unseen—but the absence of good service gets noticed immediately. When everything behind the scenes goes right, no one notices, but it’s conspicuous in its […]

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Don’t Operate on Your Personal Assumptions

What you think is not always what other people think. Assuming that your personal likes and dislikes and way of doing things is universal can lead you to make big mistakes. What’s more important is being in sync with how your customers feel. Make sure you understand their preferences, their timetables, their assumptions of how […]

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How Do You Reward Your Loyal Customers?

We’ve all seen businesses offering special incentives for new customers. If you’re a loyal customer to one of those companies and you see one of these offers that’s not available to you, how does that make you feel? You’re likely to wonder, “Isn’t my loyalty worth something?” Consider the message you’re sending to existing customers […]

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