Here's a killer stat: 71% of consumers who experience a quick and effective brand response on social media are likely to recommend that brand to others, according to NM Incite—compared to just 19% of customers who do not receive a response.
Customers are bypassing the letter, fax,...
Read More
The cure for excessive task orientation is aligning employee responsibilities with a clearly defined customer service culture. Employees should be focused on helping customers achieve their goals rather than following a set of rote procedures. Companies can take their service levels to new...
Read More
There’s a new breed of customer. They are social, mobile, and always connected. They want answers in context, wherever they are, on every device. Not only do they expect to receive service on the channel of their choice, they expect to receive a consistent experience as they move back and forth...
Read More
The following is an approved excerpt from Jeff Toister's "Service Failure," which reveals many surprising causes of poor customer service and provides proven solutions drawn from real examples and cutting-edge research.
Many employees struggle to empathize with customers...
Read More
Effortless customer service is now the #1 way to make consumers of today happy and earn their loyalty in the process. That’s according to the latest research by CEB, a leading member-based advisory committee for tens of thousands of organizations around the world.
CEB recently conducted a survey...
Read More
This whole “low-effort” customer service trend (which so many of you have been talking about and exploring for a number of years now) is now becoming red hot everywhere. Since the release of our book The Effortless Experience we have seen a sudden spike in interest from people in every corporate...
Read More
Dave, an account manager for a company that sold uniforms, was a good example of what can happen to customer service employees when their managers are blind to the root causes of poor service. His job was to take orders, provide customer service, and find ways to increase sales with each of...
Read More
Everything is automated these days from your social life to making dinner reservations, so why should customer service be any different? Automated customer service is any way of getting customer service by automated means. This can be information garnered from a website (like a company’s FAQ page)...
Read More
Customer effort has become the topic of discussion at any gathering of customer service professionals and is challenging the orthodoxy of customer delight as the key to customer loyalty.
The key to providing frictionless service is an integrated suite of functionality that can help your...
Read More
