The results are in, and here are readers’ favorite articles of 2018 ranked by popularity.
I recommend printing and reading any you missed, and sharing this list with your team. Want to keep your mgmt team motivated about Customer service all year? Sign them up for our weekly e-service and we’ll be sure they receive inspiring Customer service tips and stories each week in 2019! Send the email addresses of those you’d like inspired to: email@example.com
- Marketing Will Soon Report To Customer Experience
Businesses no longer tell the Customers what their brand is. Customers are defining the brand to the business and everyone else.
- The Mount Rushmore of Customer Service Leaders
Who are the greatest Customer Service Leaders of all time? The following is a list of the 10 greatest Customer Service Revolutionaries who had the most influence and dramatically changed businesses in all industries. These changes are still being felt decades later.
The Wall Street Journal reported employees are quitting their jobs today in record-breaking numbers.
- Starbucks: A Case Study On How To Handle A Negative Situation
Starbucks was at the center of a viral story when an employee at a Philadelphia location called the police on two African American men because the two men were sitting in the store without purchasing anything.
There is no greater skill one can acquire that can have a bigger impact in our lives than the ability to build an instant strong rapport with others, whether they are acquaintances, customers, employees, co-workers, neighbors, or total strangers.
There are always limits to Customer loyalty. Breaking people’s trust through fraud is definitely a line you don’t ever want to cross.
World-class service companies have what I refer to as a “Customer bill of rights.” These are guidelines that every person in that organization clearly knows and follows 100 percent of the time.
How many times have you heard, “A smile is free. It costs absolutely nothing to give but can mean the world to the person who receives it?” I agree with the second part, “can mean the world to the person who receives it,” but I do not agree with the first part, “a smile costs absolutely nothing.”
For employers faced with high staff turnover, it can be easy to point the finger at millennials. Millennials have gotten a bad reputation for being entitled job-hoppers who constantly need praise and recognition. It is my duty as a hard working millennial to defy the stereotype and recommend retention guidance to my clients.
A case study of turning around a contact center that experienced a culture of intimidation, created by a former employee and department leader, the department had lost sight of its primary purpose – to advocate for its customers.
From a consumer’s point of view, live chat gives them a feeling of “instant gratification”. Just a button-click. No looking up numbers, dialing, or endless voicemail prompts. No worry about language barriers. Easy-to-obtain transcripts of the conversation provide backup for both sides of the exchange.
Make 2019 The Year Your Organization Makes Price Irrelevant
Be the brand people cannot live without. Learn how numerous companies have made Customer service their biggest competitive advantage, are dominating their industries, and are making price irrelevant! Learn ways to teach every member of your organization to have empathy and compassion for the Customer, internally and externally, which builds relationships and creates an emotional connection and brand loyalty. Order a copy of The Customer Service Revolution today for all your key leaders. Hundreds of companies have successfully used this book to transform the experience being delivered by their employees. Three ways you can order this book: