30% of online shoppers say they are more likely to complete a sales transaction when live web support is available. Considering that almost three quarters of internet users are now spending 25% of their disposable income online, that 30% suddenly starts to look very significant.

The natural human tendency to think we are more than what we actually are is dangerous when it comes to being customer service focused. You may not be as customer service focused as you think you are. Everyone knows the importance of customer service. We may preach customer service and think that our people, our…

What have you done recently to show your customers your appreciation for keeping you in business? If you haven’t done anything recently, it’s not too late. If you haven’t done so, tell one of your customers you appreciate them today. Start with picking out just one customer interaction and doing something different to show your appreciation.

More than 90% of customer service discussions about brands, services, and products are taking place on forums. What’s your strategy for enhancing these customer service experiences? When you think customer service, what do you think?  Do you think long lines waiting to speak with a “customer service representative”?  Do you think about automated phone systems…

Today’s customers are increasingly more mobile and technologically-connected. Self-service customer service is a critical component of today’s mobile and instantly connected customer. This higher level of customer engagement requires us to establish the right framework within our customer contact channels to deliver service in the way that our customers want and when they want it.

A winning customer service is the most important tribute to the success of any business. If your customers are left with a bad taste in their mouths, your business is going to suffer in a big way. Ask any corporation or small/medium size business how important customer service is, they’ll tell you it’s everything. So,…