Each week I read a number of customer service articles from various online resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. 13 Ways To Calculate The True Cost of Customer Service by Jeff Toister (Jeff Toister) […]
Each week I read a number of customer service articles from various online resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too.
(Jeff Toister) Here are 13 ways you can calculate the true cost of customer service.
My Comment: Customer service doesn’t cost. It pays. Unless it’s bad customer service. Great article about the cost behind customer service.
(Groove) Your customers’ first experience with you can determine whether they become loyal customers or fast churners.
My Comment: Excellent article on the customer’s “First Impression.” It’s one of the most important “Moments of Truth” that a customer will have. It sets the tone for what’s to follow. It is the first step toward getting the customer to want to come back the next time, which is the beginning of a long and potentially loyal relationship.
Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. Connect with Shep on LinkedIn.
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