Customer Service

Customer service used to be just a single department in most organizations. Those days are long gone, and now good customer service and customer centricity are the mantras of many of the world’s largest businesses. With competition for customers fiercer than ever, this makes a lot of sense.

It’s often said that leading companies focus their energies on the problems that buyers are willing to spend money to solve, rather than on selling more or worrying about the competition. In this section, we provide a wealth of articles that focus on exactly that. Here you’ll find features on delivering great service for your customers, book reviews on some of the newest texts and lists of awesome resources you can use to turbo-charge your customer centric approach.

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10 Great Customer Service Skills You Need To Know

Optimizing the quality of your customer service is critical to success. That means building and nurturing great customer service skills. Customer service skills remain vital even as automation and self-service continues to rise. In fact,…
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On-Brand Customer Feedback Survey Icon Ideas Your Customers Will Love

Businesses strive to deliver a great customer experience that’s unique to their brand. That means bringing the brand into every customer touchpoint – including when collecting customer feedback. Even here, there are cool things you can do…
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5 Inspiring TED Talks to Drive Customer Success

TED stands for ‘technology, entertainment, design’, which covers a hell of a lot. TED Talks are each roughly 12–18 minutes of expert insight and inspiration.  We love all TED Talks, and we’re not alone. Today’s back catalogue of…
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5 Actionable Steps to Achieving Customer Excellence

Great customer service is widely recognized as one of the key customer experience factors influencing brand loyalty. But customer excellence must also be acknowledged as having a major influence. Customer excellence is always doing and being…
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7 Customer Service KPIs You Need to Track

Tracking the right customer service KPIs is vital. But modern helpdesk software suites are often guilty of information overload. Among the bewildering morass of data enabling you to track a multitude of customer service metrics, which should…
customer thermometer feedback email
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Asking for feedback by email

Do you need to create a great feedback email? Are you looking to change the way you get responses from emails you send regularly? Do you need to gather feedback from a large number of customers and staff in a simple and quick way or maybe you…
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How To Get Customer Feedback From The Emails You Are Already Sending

“The reports of email’s demise have been greatly exaggerated,” Mark Twain might have said. Email is the big daddy of business communications. More and more are sent every year despite repeated predictions to the contrary. Whatever gets…
Customer Satisfaction dial
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5 Easy Ways To Improve Your Customer Satisfaction Score

Understanding your customer satisfaction score (CSAT) is just the start... Not the end. We have the gloriously named Santorio Santorio to thank for the invention of the thermometer in about 1625. Prior to that, there was no consistent or…
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How to respond to negative feedback

You can’t please all the people all the time. Negative feedback is a fact of life, even for businesses that provide great CX. Sadly, it can take its toll on customer-facing staff and even drain your resources disproportionately. Take social…
ParentPay CSAT
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ParentPay Passes CSAT Exam With Flying Colors

Schools have undergone a cashless revolution since ParentPay launched its innovative payment solution in 2002. As a result of removing cash, schools have saved millions of hours of time accounting for meals, trips, uniforms and other school…
The Membership economy book review
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The Membership Economy: Book Review

This month we sat down with a copy of "The Membership Economy: Find Your Superusers, Master the Forever Transaction, and Build Recurring Revenue by Robbie Kellman Baxter." In the book, Robbie Kellman Baxter (or RKB as we will call her for…
How to calculate the ROI of customer experience CX
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How To Measure The ROI of Customer Experience CX

Truth be told, measuring the ROI of customer experience (CX) is not straightforward. A common mistake is conflating an uptick in CX metrics with top-line results in the business. Apparently, companies who are great at CX and customer-centricity…