Category: Customer Service

4 Steps to a Field Service Process That Will Save You Money

4 Steps to a Field Service Process That Will Save You Money

Everyone has a story about their experience with poor field service. Whether it's waiting for hours for the cable guy who shows up at the last minute (or not at all), or the electric guy who assesses your issue but doesn't have the materials to solve it on the spot,... Read More»

Social Customer Service Rankings: Where Do You Stack Up?

Social Customer Service Rankings: Where Do You Stack Up?

It was May 2001, and I was just kicking off my first contact center software implementation as a project manager. Consumers were rapidly adopting email as an innovative communication method and big companies were trying to figure out how to manage this incredibly modern support channel. Overnight major brands were... Read More»

3 Ways Your Finance Team Can Positively Impact Service

3 Ways Your Finance Team Can Positively Impact Service

Most of us think of our company’s Finance Department in pretty simple terms: the place that tracks incoming and outgoing cash. But the truth is much more than that; Finance Departments everywhere are full of unsung heroes who tirelessly labor to keep the company financially healthy. With the right tools,... Read More»

Creating a Proactive Customer Experience

Creating a Proactive Customer Experience

My last blog addressed moving from Customer Relationship Management (CRM) to Customer Experience (CE) management. This blog will show how to make your CE proactive. Being proactive means controlling the situation by causing action rather than waiting to respond to an event. Being proactive usually cuts response cost by two-thirds.... Read More»

3 Ways Salesforce is Transforming Service

3 Ways Salesforce is Transforming Service

Customers have more choices than ever before, which means companies can lose a customer with a click of a mouse. In order to differentiate from competitors, Flexera Software wanted to focus on the customer experience. Like many companies experiencing growth, Flexera acquired several customer service tools for different departments and... Read More»

Would Customer Service Reps Accept a Job in Sales?

Would Customer Service Reps Accept a Job in Sales?

One shouldn’t have to think long or hard about the answer to that question. If your answer matches my answer, it will explain all of the not-so-good customer service experiences we’ve all had and point to the biggest problem facing the customer service industry. Did you answer, “Yes”? Wrong answer.... Read More»

Not All Customers Are Created Equal

Not All Customers Are Created Equal

It is generally accepted in the business world that it costs 5x as much to get a new customer as it does to retain an existing customer. While this may have been true in the past, it’s complete nonsense today! This type of thinking is rooted in the Industrial Era,... Read More»

Using the Internet of Things to Deliver Effortless Customer Service [Webinar]

Using the Internet of Things to Deliver Effortless Customer Service [Webinar]

Chances are, you’ve heard about the Internet of Things, one of the hottest technology buzzwords. If you haven’t, the simple definition is that the Internet of Things takes physical objects, connects them to the Internet, and allows them to be read and controlled remotely. So companies will have more and... Read More»

This Is How Customer Service Should Be

This Is How Customer Service Should Be

Recently, I met up with a friend for drinks, and she asked me to recommend some new apps. (With friends like these, who wants to spend all day combing through Apple Store reviews?) “You always have good apps,” she said. “What’s your favorite these days?” Before I reveal it, let’s... Read More»

8 Truths About Great Customer Service

8 Truths About Great Customer Service

I spoke recently to a group of Seattle-area business leaders on the topic of service. No slides, just talking points. The audience was quite varied—different business sizes, types and industries—but I thought these truths about customer service were universal. Let me know what you think in the comments. 1. Service... Read More»