Customer Service News (7-13 JUNE 2015)
The Retail Customer Connection
From Richard Shapiro, By Richard Shapiro
The new “buzz” is all about the emotional connection in customer service. Companies should be focused on creating and building relationships. By forming a human bond, your organization will not only have a volume of happy customers, but customers who need, want you, and will return.
Banking on Kindness: How One Phone Rep Went Above and Beyond the Call
From Good News Network, By Robert Wallace
Ellen and Bob Wallace have built a strong marriage over 41 yrs. Not only have they raised children together, they have worked side by side seven days a week to build a business. This is a great story about the connection that an employee, and therefore the company, can have with a customer.
Unfriendly Signs Are Bad For Business
From Toister Performance Solutions, By Jeff Toister
Think before you make the rule – or post a sign – that will impact all of your customers, just because one or two people abuse the system or try and take advantage of you.
Southwest Airlines Did Something AMAZING for This Mom’s Son Who Slipped Into a Coma
From Young Conservatives, By Michael Cantrell
In an industry that is constantly frustrating their customers (passengers) with marginal levels of customer service and failed experiences due to late flights (which may be due to mechanical issues with the planes, weather problems and more), Southwest, continuously proves to be a role model for other airlines to look up to.
How Customer Experience Expertise Can Lead To More Humane Workplaces
From Fast Company, By Augusta Meill
There is a movement for a more equitable workplace, and customer experience firms are uniquely positioned to help drive this change.
Customer Service News (17-24 May 2015)
6 WAYS YOU CAN DELIVER A CUSTOMER EXPERIENCE WORTHY OF YOUR CUSTOMER’S DIME
From SAP, By Shelly Dutton
Here are six best practices top brands use to deliver the consistency customers crave and employees constantly seek
Read more here
55% OF CUSTOMERS CAN’T REMEMBER HAVING A SUCCESSFUL EXPERIENCE [INFOGRAPHIC]
From Adweek, By Kimberlee Morrison
(Social Times) SDL surveyed nearly 3,000 customers in nine countries to find out more about their customer service experiences. 76 percent of survey participants say their worst customer service happened within the last two years. 55 percent couldn’t remember a single success.
Read more here
5 WAYS CUSTOMER INTERACTION CAN IMPROVE YOUR BUSINESS
From Zopim, By Emily Hunter
Customers will call, customers will interact, and customers will even vent at you. But the truth is, each interaction (whether good or bad) provides information about how your company can do better. Here are 5 ways customer interaction can improve your business.
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WHY ENGAGEMENT IS THE KEY TO TURNING CUSTOMERS INTO PROMOTERS
From Forbes, By John Rampton
In today’s world of social networks, online engagement and transparency, the customer holds all the cards when it comes to how a brand is perceived. And businesses can thrive or fail based solely on the type of experience they provide to their customers.
10 LAWS OF CUSTOMER SUCCESS #PULSECONF2015
From CMSwire, By Lori Alcala
Whatever you think of the concept of customer success, this much is true: there are plenty of believers. Anyone – or any company – should be able to find at least one, if not ten, great ideas that can help create a better customer relationship.
