April 1st, 2010 by Monica Postell
What makes a customer service quote inspiring?
Let’s consider who needs to be inspired and why. If you accept the premise that excellent customer service is at the heart of customer retention, it follows that the people providing service are the ones we’d like to inspire. (It also helps if they have the tools and training they need, are compensated appropriately, and have supportive managers who regularly gives them helpful feedback… but I digress.) Being inspired is a good thing so I decided to share five quotes that I’ve been told by people who provide customer service —on the phone or in the field—inspire them to deliver great service. (more…)
Tags: Betsy Sanders, customer, customer retention, customer service, Customer service quote, customer-oriented attitude, Guy, Guy Kawasaki, Kawasaki, Mark Twain, premise, quote, service, six words, supportive management, Teresa
Posted in Customer Service & Support, HEART Model | Add Comments »
February 8th, 2010 by Malcolm Carlaw
There’s a view of sales and customer service evolving in social networks that goes beyond selling or supporting the features and functions of products or services; it’s about engaging customers and giving them a voice. Back in the stone age, these communities were called users groups; now they’re called online communities. It turns out that engaging customers is good business and network technology is a perfect tool to get them engaged.
(more…)
Tags: customer experience, customer retention, customer service training, customers, engagement, marketing, performance improvement, Training
Posted in Industry Issues & News, critical thinking | Add Comments »
June 30th, 2009 by Peggy Carlaw
You would think that with the economy being what it is, companies would value every customer and do their best to keep them. Not our outsourced IT services company. In addition to our managed services contract (which seems low and fair), we get monthly statements for labor that we can’t correlate with anything we requested. No problem. We’re happy to be enlightened. But can we get them to call us to discuss it? No. Can we get them to come out or return a call to talk about upgrades we want to make? No. We’ve even sent an e-mail saying that we’re looking around at their competitors and would like to talk with one of their sales people to compare offerings. Do they respond? No. Will they be shocked when we reply that we’ve left them for the competition? You betcha!
(more…)
Tags: customer loyalty, customer retention
Posted in Customer Service & Support, sales | Add Comments »
5 Ways to Grow a Culture of Customer Loyalty
