Month: March 2012

Customer service often struggles as an industry in employee retention. Customer service work is stressful, keeping employees happy is a key role of customer service managers. I recently read a great article on the costs of poor employee retention by Joy Huber, that I’d like to share.

If you attend only one event this year, make it a customer experience conference focused on designing an integrated customer experience with measurable impact. According to the recent Temkin Group Insight Report, the 2012 Temkin Experience Ratings, only 28 percent of companies earned a “good” or “excellent” customer experience rating. The Total Customer Experience Leaders…

Creating customer loyalty is essential to building brand evangelists. Brand evangelists are champions for your cause, they’re socially connected, and influential in speaking for the virtues of your organization or product. I’ll add a few ideas from Kevin Gawthrope, a Social Media Marketing Director, who outlines a simple, yet effective way to build brand evangelists for your…

Brand evangelists can be community members, like customers, partners, or service providers who provide an authentic, human voice that extols the virtues of your brand, service, or product. In the end, brand evangelists are a key component of one of the best sources of advertising, word-of-mouth, or in today’s digital age, word-of-keyboard.

Think that customer experience isn’t important? A recent study found that 89% of U.S. adults switched to a competitor because they had a bad customer experience with a service provider.

Customer service is a component of a winning service strategy. Winners are made from something they have deep inside them — a desire, a dream, a vision. We all want to win. I want to share 5 winning tips from great customer service companies.