Developing Customer Service Skills For 30+ Years
Specific Techniques To Improve Your Understanding of Your Customers The Gold Standard: Understanding Your Customer Using customer service and customer experience to gain competitive advantage requires you to UNDERSTAND your customers at a fairly deep level. It’s not enough to have information about them. You…
Twitter IS A Broadcast Medium, NOT A Conversational One And Implications For Customer Service Over the last two years, I’ve noticed that conversations (dialogue, responses to tweets) have been harder and harder to find despite that fact that social media mavens keep talking about Twitter…
The Limits Of Technology For Customer Service Part II Machines Can’t Replace The Human Touch – Literally In “Has Technology ‘Hit The Wall’ In Improving Customer Experience and Customer Service?” we examined the hypothesis that technology has hit a wall in terms of improving customer…
Customer Service and Why We MUST Get More Find Grained In Our Discussions To Improve It – Five Guidelines It’s great that there is so much discussion about how businesses can improve their customer service, but most studies show that the perceptions of customers is…
Customers want 24/7 responses in social media, right? Is It Necessary To Provide 24/7 Responses To Customer Contacts On Social Media? Survey research has suggested that customers want almost immediate responses from companies when they contact them on social media. What does that mean for…
Zone of Tolerance A More Accurate Customer Satisfaction Model The Zone of Tolerance Model Of Customer Satisfaction The Zone of Tolerance Model of Customer Satisfaction is a refinement of the gap model described here and has been around since the 1990’s. We can define the…
Every action has unintended consequences that need to be “anticipated” How Can Unintended Consequences of Executive Decisions Cripple Customer Service Most actions that have a positive effect will also cause ripples in an organization that can create unwanted consequences and outcomes. It’s unfortunate, but often managerial…
Keynote: A Vision of Customer Service For THIS Millennium November 11 is a day to remember and honor those who fought for our freedoms and quality of life, and as such it’s a solemn day, and one that often provokes reflective thinking about our values,…
What Common Mistakes Are Made When Choosing Customer Service Metrics? There’s a wide range of metrics of factors that can be measured to determine customer service quality. Unfortunately, many companies actually choose the wrong ones to measure, or make some logical errors, rendering the data…
Customers have given up on customer service from humans Why It Appears Customers Prefer Technologically Delivered Customer Service It’s pretty clear that given a choice for certain tasks, customers will choose a method that does NOT include live human interaction. Surveys tend to support the…
