If you’re in the field of training customer service representatives, or if your job description contains the phrase “help improve customer satisfaction,” this post is for you. There is no shortage of information on the web, in books, and from customer service training companies giving tips on ways to improve customer satisfaction. However, before you […]
Some time ago, I wrote a blog post about the elusive nature of "value." The post told the true story of a man who started with a red paperclip and, through a series of improbable bartering trades, ended up in possession of a house. I was reminded of this story when a recent episode of the […]
There’s a customer service skill that I particularly like because of its power to impact customer satisfaction. It’s called “give to get." In essence “give to get’ suggests that rather than acting like the Grand Inquisitor, I should provide some information – like what’s in it for you or why I need whatever I’m asking […]
As a customer, how do I know what I want… if I don’t know what’s possible? It's as though I'm blindfolded. I was on a flight recently. We’d just been advised to turn off all electronic devices so I had to close my Kindle and was forced to choose between quiet contemplation and reading the […]
I was speaking with a colleague at work last week about the Harvard Business Review article on customer effort and its effect on customer loyalty. She had recently written a post about the article and we were discussing what we thought drove loyalty. Lots of research has been done, but the results are inconclusive. Some […]
Get to the HEART of Customer Service // ILS Newsletter: September, 2010 New on YouTube 5 Core Principles of Customer Care 5 Keys to Implementing a Successful Customer Service Strategy 1/5 — Lead and Inspire Engineering Your Next Sale: Salespeople in the Feedback Loop By Seth Brickner You understand the importance of keeping your pipeline filled with your […]
I'm sure by now most of you have seen the article, "Stop Trying to Delight Your Customers" in the July-August issue of the Harvard Business Review (pp. 116–122 if you read it the old-fashioned way). In the article, Dixon, et. al., report on their 3-year survey of more than 75,000 B2C and B2B customers about […]
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