Category: Customer Service

How to Stop Losing Customers and Start Delighting Them

How to Stop Losing Customers and Start Delighting Them

As they say, there is a reason you have two ears and one mouth. This is especially true for those of us in social customer care, where listening is so critical. As customers are migrating away from phone and email channels when they need help, social channels like Facebook and... Read More»

The Hidden Enemy of Good Customer Service

The Hidden Enemy of Good Customer Service

I recently bought a custom picture frame from Pictureframes.com that suffered significant damage in transit to my doorstep. I braced myself for an inconvenient return process: the frame was large and awkwardly-sized, and would certainly be expensive to repackage and ship back to the framer. Imagine my surprise, then, when... Read More»

Retail Communities and E-Commerce: Does This Make Me Look Fat?

Retail Communities and E-Commerce: Does This Make Me Look Fat?

Consider the following: A 26-year-old woman (let’s call her Stephanie) has zeroed in on this season’s “Out of Africa” look for a new work outfit, so she goes to a Ralph Lauren store and tries on a pair of white riding pants and a striped poncho. Stephanie’s not sure if... Read More»

Everything I Know About Customer Service, I Learned From Waiting Tables

Everything I Know About Customer Service, I Learned From Waiting Tables

If you've ever worked in a service industry, you know that it can be a formative experience. Recently, a friend and I got to talking about what our early restaurant jobs taught us about delivering great customer service—and, really, about life and work in general. Here are 10 of our... Read More»

Four Ways to Motivate Your Service Organization for Success

Four Ways to Motivate Your Service Organization for Success

It’s painful. A recent customer service fiasco has gone viral and a wonderful company’s image has been trashed in front of thousands of people. Although anyone who listens to the recording of the call would probably agree that the agent is a complete tool, many businesses are taking a step... Read More»

How to Transform Good B2B Phone Agents Into Superstars

How to Transform Good B2B Phone Agents Into Superstars

It’s 7pm, the smell of pizza is wafting from the oven, your stomach is grumbling, and you’re ready to relax after a long day. The phone rings and you make the mistake of picking it up. The caller announces who they are and spews out word after word, hardly taking... Read More»

The Valuable Customer Data You Can Get From Your Helpdesk

The Valuable Customer Data You Can Get From Your Helpdesk

Your helpdesk is a great source for customer data. Your customer success team has direct access to potential leads and customers before they buy your product, during the buying process and after the purchase. This is gold. You know what’s even better? Most of the time, it’s the customer who... Read More»

Inspirato: How to Use Mobile to Offer Elite Customer Service

Inspirato: How to Use Mobile to Offer Elite Customer Service

Mobile tools are giving companies opportunities for connecting to and serving their consumers in ways not possible before. This is a huge advantage in many industries, including hospitality, where offering amazing service is not only expected, but can also be a major differentiator. Take luxury destination club Inspirato, which provides... Read More»

Effortless Service Doesn’t Mean You Can’t (or Shouldn’t) Wow Your Customers

Effortless Service Doesn’t Mean You Can’t (or Shouldn’t) Wow Your Customers

Providing customers with an effortless service experience is a concept that has recently gained much attention and is based on a recent study by Corporate Executive Board (CEB), a leading member-based advisory committee for tens of thousands of organizations around the world. CEB’s research showed that in service situations, customers... Read More»

6 Ways to Hone Your Salesforce Savvy (Even if You're Just Getting Started)

6 Ways to Hone Your Salesforce Savvy (Even if You're Just Getting Started)

Whether you’re a new customer or a loyal user, there are always new resources to tap into for leveraging Salesforce. Every customer is different, and we want to make sure you’re using all of the awesome features that will give your business a leg up. That’s why we’ve introduced “Virtual... Read More»