Customer expectations are continuously rising, in part because a few leading companies are delivering stellar service via a range of channels. As a result, consumers want this level of fast, personalized service at all times. However, according to the CCMC’s National Rage Study, companies are...
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According to Forbes, “The primary threat to a business today is the perception by customers that all you offer is a replaceable, interchangeable commodity. This hazard stalks your every move: No matter how solid your business’s advantages may appear right now, whether they are advantages of...
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Field Service, 1950’s Rural Ireland
My dad, Monnie Cliffe, grew up on a 100 acre farm in Cappoquin, Waterford in the 1950’s. For Monnie, rising at 5:00 AM to milk the cows by hand was as natural a task to him as brushing my teeth with my electric toothbrush is for me today. Back in those days,...
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When customer service is done right, a client walks away satisfied that their issue has been resolved. When it’s done spectacularly, they walk away feeling that the company they’ve just interacted with actually cares about them as an individual.This obviously is reflected by the tone of the...
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As COO of Service Cloud, I have the distinct pleasure of leading an incredibly innovative team that’s been recognized as a leader in Gartner’s Customer Engagement Center Magic Quadrant for eight years running. But if my 20-year career in Silicon Valley has taught me anything, it’s that to continue...
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We all have our limits. Work takes a toll on us physically and mentally, and if pushed too far, we inevitably burnout.
Even in the most positive settings, we only have so much we can give to our work week. And for many of us working in the world of contact centers, we give a lot. Luckily, companies...
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Keith Pearce is VP of Marketing for Service Cloud at Salesforce. An industry veteran who got his start close to 20 years ago at Siemens, he’s a firm believer in the transformative value of great customer service — both to companies and to their customers. Recently, we caught up with Keith to get...
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When you think about the customer service experience, is your company’s goal to just make sure to answer customer’s questions and troubleshoot issues they come across? Where does building loyalty come into place? If you think that just answering questions promptly when they are raised builds...
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When your business gets a negative review, it can ruin your entire week. You may assume that one bad review will send customers away in droves the instant it posts. In truth, even a few bad comments won’t hurt your business at all, especially if they’re surrounded by numerous positive reviews.
With...
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