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Below are blog posts, articles and tips focused on customer service and experience. To view just the articles (typically longer than a blog post), click here.

Valentine’s Day is tomorrow. This is the day where we send our spouses, partners, and loved ones a gift. Often it is out of obligation. I have plenty of friends who tell me if they don’t get their spouse some flowers and a card, they will pay for it. So we feel obligated to express our love and appreciation to those close to us. I’ve written several articles about this before, and my favorite one is called The Valentine Obligation. You don’t have to send your customer flowers, but how about an expression of appreciation? It can be something as simple as a thank you note or as elaborate as a customer appreciation event. And you don’t have to send it on Valentine’s Day. Any day is a good day to show some customer love. With that in mind, here are five ways to say thank you to your customers. Continue reading

I’m honored to be the keynote speaker later this year at Office Pride, a franchisor of commercial cleaning service companies. All of the franchisees will be attending their annual meeting to network and learn about the latest and greatest opportunities happening in their industry. My job is to talk to them about customer service.

As part of my homework, Todd Hopkins, their CEO, shared the Office Pride Culture book. As I was reading it, I came across a concept worth sharing. While Office Pride has created a great set of core values, Todd describes them as decision filters. He writes, “Our core values filter the outcome of what we, either impulsively or mindfully, decide to do.” Continue reading

“Please stay on the line to answer a short, one-question survey at the end of this call.”

That’s what I heard just before the agent picked up the phone to help me. Just a one-question survey? Sounds short enough. Sure, I’ll give them an extra minute of my time. So after the call, I stayed on the line. What came right after the call was the promised simple question. It may be one of the best feedback questions I’ve ever heard. I put it right up there with the NPS (Net Promotor Score) question, which I’ll share later. Here it is:

“The next time you call us, would you want the same person to take care of you? Push 1 for yes and 2 for no.”

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Not long ago I wrote about Dr. Neil Baum’s Win-Wynn story. A few people went to his website and read his promise to his patients that he appropriately calls “My Personal Promise to You.” The feedback and comments about this promise were excellent, so I thought it was worth sharing with everyone. By the way, at the end of this article, I’ve shared a very important call-to-action for you. Be sure to read the entire article – or at least the last paragraph. Continue reading

The Habit of Service Consciousness

Pulling Yourself and Your Company Toward Success

Shep Hyken interviews Mark Samuel. They discuss Mark’s new book, which outlines how to achieve success by breaking down silos, creating a vision of success, and emphasizing behaviors over outcomes.

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Customer Relationships

How much do you love the companies you do business with, the restaurants you frequent, or the stores you shop at? How upset would you be if they told you they were going out of business? What if you could save them by giving up something? So, the question becomes, “What would you be willing to give up to continue doing business with them?”

Before I go any further, I might be treading on dangerous ground with the word sex in the title of this article. I always keep my comments squeaky clean, and I hope that no one is offended by the word sex. We’ve become hyper-sensitive about words and I don’t want to upset anyone, especially our friends in HR, but we’re all adults and my reference to the word is, at most, PG-rated.

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Rebecca Martin, Amazing Business Radio, Business of Emotion

The Business of Emotion

Striking a Balance Between Technology and Human Connection

Shep Hyken interviews Rebecca Martin. They discuss the role of technology in customer service, how emotion can drive customer loyalty, and how marketers and contact center workers can help each other in building the ideal customer journey.

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