Customer Service

How to Turn Customer Satisfaction into Customer Loyalty

As organizations realize the importance of creating value for their customers, they need to strategically think how they can create loyalty in their customer base. Successful organizations have learned that there is a difference between attracting customers, keeping customers and developing loyal customers. Those loyal customers choose to not only be loyal to an organization, [...]

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Managing Customer Expectations

Having a customer service strategy is always the best first step in creating a customer service environment.  Understanding who your customers are, what they want and providing systems and processes to meet their needs are the basics for strong service organizations. Another important aspect of the customer experience is helping to manage their expectations. What [...]

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7 Steps to Creating a Customer Service Strategy

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Having a well thought out and planned customer service strategy is critical to the development of a strong service culture. Organizations need to incorporate customer service into their business goals and those strategies should be incorporated into employee goals to help the organization reach their corporate objectives. So what are the 7 steps to developing [...]

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Free Customer Comment Card Template

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Understanding your customer’s experience is a fundamental aspect of business growth.  Assessing your customer needs and expectations is part of managing customer satisfaction.  There are several ways to obtain customer feedback – focus groups, customer satisfaction surveys and text analytics.  But the main goal of a customer comment card process is to capture the customer experience [...]

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Customer Service as a System

Have you ever interacted with an organization that the service could not be any better in one area and could not be any worse in another?  How can there be such a cultural disconnect in the service that is provided? Every interaction a customer has with an organization is an opportunity to win or lose [...]

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Using Text Analytics to Improve the Customer Experience

With today’s use of internet blogs, social networks and the like, customers have a voice, an audience and they talk.  They share their experience either with online business reviews, on blogs or social forums.  When customers have a good experience, they may share it but if they have a bad experience, they often feel compelled [...]

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What are the 5 benefits of customer complaints?

The sad fact is only about 4% of dissatisfied customers complain. If a customer does not complain and has an issue that is not resolved, they are likely to go to the competition. The worst part about this is that the organization isn’t even aware that there was an issue. The other sad fact is [...]

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Customer Satisfaction Survey Template

Customer satisfaction is paramount to the success of any business. Understanding who your customers are, what they want and having systems and processes in place to not only meet their needs but exceed their expectations is what sets the successful apart from the rest.  Soliciting and monitoring customer feedback should be part of an organization’s [...]

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What is Customer Retention?

Customer retention is an organization’s ability to create customer loyalty by providing the systems, processes and support to not only keep a customer happy but to also transition them into an advocate for the organization who is not only loyal but also tells and recruits others. Customer retention should be part of a comprehensive customer [...]

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Customer Complaint Procedures

Anyone who has a business has had the experience of dealing with customer complaints. While listening to a complaining customer is not something most people enjoy, a complaining customer can be an organization’s friend if they try to learn from the complaint. There are lots of things customers can complain about, including communication breakdowns, process [...]

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Office Etiquette

It has become increasingly disappointing to see the deterioration of basic etiquette and professionalism in the workplace.  Some say it is just “this generation” but I’m not convinced because I see it in all demographics.  I believe it is an organizational culture symptom that is modeled from the top down. Office etiquette and professionalism is [...]

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Recovery Theory Customer Service

Great customer service is the cornerstone of any successful business. Knowing who the customers are, what they want and exceeding their expectations is the key to business growth. Unless an organization understands this very basic principle, they will have a difficult time achieving all their desired results. Service Recovery is a theory that suggests that [...]

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