Where does customer service begin? Is there a set of rules or specific policies that a company should follow to ensure that each customer receives the best experience? Or does it start by establishing a customer service department that customers can call if they have a problem? Customer service is actually much more. It is …

Exceptional customer service is something you never forget, something that I learned while growing up in a small town in Japan. Embedded in Japanese culture is the concept of “Okyaku-sama Ichiban” (“customer first”). Two of my fondest lessons in outstanding customer service are rooted in my childhood. These remarkable experiences helped me develop a deep, …

Companies have long relied on location, product innovation and pricing to gain a competitive advantage. However, customers can now find nearly any product or service at the lowest possible price, right at their fingertips. In other words, the key differentiator between companies is the customer experience. This means having the right strategies in place. The …

Poor customer support costs businesses $1.6 trillion in lost opportunities, according to an Accenture estimate. While most articles on customer support focus on companies that serve consumers directly, customer churn affects companies that serve other businesses too. Business people are also consumers. They develop expectations about customer service based on their experience as consumers, and …

Engagement. When we hear the word, we may think of a young man getting down on his knee and asking his true love for her hand in marriage. Or, we may think about our own engagement and the joy we felt at that one moment in time. Could it be we think of the buzzword …

There are many innovations that are rapidly changing the landscape of the contact center. From being able to offer an omnichannel customer experience across multiple channels to internet-enabled devices connecting directly to contact centers to provide proactive service, One of the most interesting innovations that is being increasingly discussed by visionaries and industry experts is …

Sixty percent of people think chatbots will make companies feel less human. But industry insiders disagree. Back in January 2016, Chris Messina (tech guru and inventor of the #hashtag) predicted: Computer-driven bots will become more human-feeling, to the point where the user can’t detect the difference, and will interact with either human agent or computer …

As a long term supporter of social customer service, I’ve mixed feelings after almost a decade of brand involvement. It never scaled as we initially thought.  After an initial tranche of brands who led the way and did a great job, there was silence.  Too many brands remained scared of getting involved with their customers …

Many businesses are straining to listen and understand what consumers are saying to them. Purporting to fulfil that need is a plethora of Voice of the Customer (VoC) products. VoC is, of course, a relatively modern phrase that is used to describe what traditional business owners would have simply called ‘listening to your customers.’ The …

Whether your tough customer is a hot head or an ice princess, unresponsive or constantly showing up on your caller ID, one thing’s for certain, it takes special effort to manage a relationship with someone who is difficult. Is it worth the trouble? You bet! Customer opinions wield strong influence over businesses. They can post …