When it comes to good customer service, every business across every single industry needs to focus and prioritizing customer service ahead of all other issues in order to win the customer. That makes sense, of course, as businesses are under the gun now more than ever when it comes to dealing with and interacting with…

Customer service metrics are MUCH more than a number, they’re the key to tell your people where they’ve been, where they are, and where they can go in their quest to deliver an exceptional customer service experience. A Harvard Business Review article warned business leaders of “Vanity Metrics”, or numbers that look good on paper…

Special occasions are a gold mine for companies wanting to deliver an exceptional customer service experience. Today is my wedding anniversary. No, I didn’t forget it. My computer kindly reminded me yesterday that it was coming up today.

Every customer complaint about a product or service they received from your company, is an opportunity to deliver winning customer service and create customer loyalty. How your employees react to the challenge of customer complaints will determine if you will win the customers and get them back on your side, using your services, buying your…

You may not always know what defines a great customer experience until one happens to you, but once it has, you’ll keep going back. Whether it’s an easy return process, a great customer service representative or a website that makes buying easy, some companies just get it right. This is guest post by C. J. Mackey,…

It costs a lot to acquire a new customer, but lean-six sigma applied to customer service excellence can increase customer loyalty and retention, adding additional value to each new customer acquired. The challenge customer service managers face is to balance the operational needs of the organization with the practical needs of the customer.