5 Best Practices for Exceptional Customer Service

From SalesForce By Emily Stanford

Customers are more connected, informed, and empowered than ever before. Customer expectations are very high demanding businesses adapt their customer service strategy accordingly including interacting with customers via their preferred channel, the move to mobile support, leveraging content, utilizing gamification to improve agent performance, and hiring an A-team.

Defining the “Customer Experience”

From LinkedIn By Don Peppers

Before you start the year with ambitions of a “Great” Customer Experience, we may very well need to answer one basic question. What is “Customer Experience”?

Don answers this question in a very detailed manner by breaking down the term’s truest definition, “The totality of a customer’s individual interactions with a brand, over time.” A good read to start your year!

How to Make Customer Experience Your Greatest Strength

From Inc. By Christina Desmarais

If you read Don’s article, you will love how this one gets you closer to your goal. Christina gives us tips on how to actually make “Customer Experience” happen.

These tips can help you perform as the customers go through every possible touch point of your company. May it be the initial interaction, or the post transaction, these tips have you covered.

She Lied To Me: A Great Customer Service Experience Turns Ugly

From Hyken By Shep Hyken

Shep reminds us of a very important policy in Customer Service that one should never forget; there is NO lying in Customer Service.