Nothing can be more frustrating in customer service than spending time, resources, and effort on things that don’t deliver great service results. Myths to great customer service exist because something worked somewhat well for some organization once and that single success story gets repeated over and over  again, generalized and exaggerated along the way until people…

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.