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Latest "Customer Care" Posts

Not long ago, I had a somewhat tenuous conversation with one of our suppliers. I mentioned to him that it took too long for him to call me back. This time it took three days. His response was, “I called you back the same week. That isn’t good enough?”

No! It’s not! That’s not what good service, at least for me, is about. But, that’s not what this lesson is really about. It is actually about this guy’s assumption that three days would be an acceptable response time. The key word here is assumption. Continue reading

I recently planned a small two-day meeting for about 25 people. This was the second year for this meeting. The previous year we had stayed at a hotel that did a magnificent job of taking care of us. After that meeting, I talked to our sales rep and mentioned that if they repeated the contract we signed for that first year, we would most likely come back. And, we did. Continue reading

Know Your Customers. Understand Your Customers. Keep Your Customers.                

Shep Hyken Interviews Shannon Bell, Head of Product Management and Strategy at Amdocs

How are you using Artificial Intelligence to better understand your customers?

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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.”

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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.

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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.

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