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Latest "Customer Service Culture" Posts

A potential client called for help. His plea was, “We are so NOT customer-focused, and we need to be!” He then shared what may be one of the most crystal-clear examples of the difference between a company that is customer focused and one that isn’t.

By the way, the name of the company has been “changed to protect the innocent,” as they say. We’ll refer to them as Company X. Continue reading

I’ve got good news and bad news for you. The good news is that you no longer have to keep up with your competition; the bad news is that now you have to keep up with your customer – meaning your customer’s expectation of the service that makes you competitive.

Perhaps you just heard that your competitor is working hard to take away business from you – maybe they’re announcing a new product; maybe they’re advertising a major sale; maybe they’re opening a new location. Will any of these decisions cause your customers to leave you to do business with them? Continue reading

Customer Service Begins with Accountability

How can accountability create Moments of Magic®?

Shep Hyken sits down with Sam Silverstein to discuss the importance of fostering a culture of accountability, which empowers employees to give truly amazing customer service.

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The other day I was talking with a gentleman who was as passionate about customer service and experience as I am. He had worked with support centers and we were discussing how important the team in a customer support center is to an organization. Yet, it surprised both of us just how low paid some of these support people are.

That made me think about the teller at a bank, the person who is the “face” of the bank for all intents and purposes. They greet the customers, handle their money, and work directly with the customers – more than anyone else in the bank – yet it is typically one of the lower-paid positions.

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Jeff Bezos, the CEO of Amazon, once said, “The best customer service is if the customer doesn’t need to call you, doesn’t need to talk to you. It just works.”

In other words, the best customer service is invisible. It just happens. The customer doesn’t have to ask for it. It just gets done the way it’s supposed to. What does get done isn’t always noticed, and shouldn’t be. Invisible service means it happens without you ever seeing it. Continue reading

Over the last few weeks, I’ve been reading about predictions and trends for 2018. It got me thinking about the actions we must take to be competitive. Regardless of your industry, everything has changed about the way we do business. There are some businesses that claim they’ve done things the same way for years, decades, even a century. They claim they do business just as their fathers and grandfathers did. Nothing has changed. I disagree. Continue reading

Here is a sobering statistic. According to the Five9 Customer Index 2017 report, 77% of customers in the B2C space will not do business with you again if you give them bad customer service the first time they do business with you. This is huge. That means that more than three-quarters of your customers will not give you a second chance if you don’t give them the customer experience they expect the first time around. Now, while the survey is focused on retail and consumers, don’t be fooled into thinking someone in the B2B space is exempt. The numbers are different, but the concept is valid for any business in any industry. Continue reading

It’s holiday time! What a joyous time of year!

And, then there is the holiday shopping experience… This is how I see it. I get in my car. About a mile from the mall I begin to experience heavier-than-usual traffic. Not just a little heavier, but sometimes it seems like worse than rush hour. Is there an accident? No, there’s a traffic jam at the mall. Once I’m at the mall, I experience the search for the parking spot. Then there’s the crowded stores, the lines to check out, and then the reverse commute to get home. Continue reading