NoHeader

Latest "Customer Care" Posts

Turn One-Time Purchasers Into Lifelong Customers

Shep Hyken Interviews Joey Coleman, Author of “Never Lose a Customer Again”

How would you like to never lose a customer again?

Award-winning speaker Joey Coleman shares the secrets behind not only gaining new customers, but also how to make them customers for life. He shares his 100 Days principle, and discusses his new book “Never Lose a Customer Again.”

Continue reading

It’s almost a given that every company has some form of a customer service department. Even the smallest companies – with just one solo entrepreneur – will act as if they have a customer service department. Why do people reach out to the customer service department? Because they need help, have a question, or want to make a complaint. Continue reading

I was out to lunch with a colleague at one of our local St. Louis restaurants. Rico was our waiter and was taking great care of us. First came the bread and butter. He then took our drink order. He came back with our drinks and asked if we were ready to order lunch. We were. My friend ordered a Caesar salad with chicken.

Rico asked my friend if he wanted the croutons left off the salad. My friend was surprised by the question and responded, “Yes. How did you know?”

And, I wondered the same thing. How did Rico know?  It turns out the answer was simple. He was very observant. He noticed that my friend hadn’t touched the bread and butter. He assumed, and correctly so, that my friend was staying away from bread. And just to make sure, he asked. Continue reading

This week we feature an article by Christopher Connolly who shares fascinating information about enterprise-grade assistive AI and how it can help make customer support more effective.  AI has come a long way in recognizing the content – and context – of customers’ requests and questions. – Shep Hyken Continue reading

Murph Krajewski Shares Keys to Creating Better Customer Support Experiences

Do your customer facing employees have everything they need to do their jobs properly?

Shep Hyken interviews Murph Krajewski, VP at Sharpen, a cloud based service company that strives to create better agent experiences in support centers by merging technologies and relationships.

Continue reading

Matt Peterson Shares Tips on Delivering Amazing Service

How would you like to know how to set yourself apart from the rest of your industry?

Shep Hyken interviews Matt Peterson, CMO and co-founder of Jive Communications, a worldwide cloud based communication company that offers VoIP, video conferencing, and contact center support.

Continue reading

This week we feature an article by Andy Ko who writes about not making your customers wait to have their questions answered. Self-service support is becoming more and more widely accepted. Not just accepted, in some cases it is preferred. – Shep Hyken Continue reading

Nick Francis Shares How to Create a Customer-Centric Company

How would you like to increase customer loyalty?

Shep Hyken interviews Nick Francis, CEO of Help Scout and thought leader in the customer service support world.

Continue reading

A friend of mine went to the airport rental car agency and had a chance to upgrade to a Tesla. He had never driven a Tesla so he was happy to pay the upcharge to have the experience. If you’ve ever rented a car at the airport, you typically are stopped at a gated exit where the car rental employee looks over the paperwork, checks your driver’s license and sends you on your way. One of the questions they will typically ask is, “Would you like the fuel option?” That allows you the convenience of paying for a tank of gas so you don’t have to worry about filling before returning the car. Continue reading

I’ll never forget having dinner with my close friends, Kim Tucci and the late John Ferrara, more than 30 years ago, at a fancy restaurant in Phoenix, Arizona. John’s twelve-year-old son, Ben, was also with us. The server came over to tell us about the specials and take our order. One of the specials was a seafood dish. Kim asked, “Is the fish fresh?” Continue reading

Chase Clemons Discusses How to Create Customer Happiness

How can we move from just satisfying our customers, to making them truly happy, which results in loyalty?

Shep Hyken interviews Chase Clemons, a highly-experienced customer service professional at Basecamp, who tells us how to go above and beyond for your customers.

Continue reading

My buddy went to dinner with his wife to celebrate their anniversary. The server overheard them talking about how many years they had been married and was flattered they chose to spend their special night at the restaurant. So, he brought them over complimentary champagne. They were surprised and most appreciative. That is, until the bill came.

As my friend looked over the bill he noticed there were two complimentary glasses of champagne on the bill had a charge of two dollars per glass. Since it was only four dollars, and rather than have a confrontation with the server, he just paid the bill. A perfect evening derailed when the surprise champagne turned out to be a bigger surprise than he expected. Continue reading