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.

Essential Customer Service Skills for Your Employees
, ,

Essential Customer Service Skills for Your Employees

Great customer service is vital to all businesses. It’s therefore essential that people employed in customer service roles have the necessary skills. Customer service involves everybody in your organisation who has contact with your customers,…
7 Customer Service KPIs You Need to Track
, ,

7 Customer Service KPIs You Need to Track

Tracking the right metrics is vital in customer service. Modern help desk software suites provide what can be a bewildering amount of data enabling you to track a multitude of KPIs, but should you? Wasting time, tracking the wrong KPIs, is…
How to Avoid Losing A Major Client
, , , , , , , ,

How to Avoid Losing A Major Client

Most, if not all, organizations will have a major customer or two. These are the key accounts that have a significant part to play in your business success; potentially ruining your year (or, at the other end of the spectrum, doubling your sales)…
How to Create Your Customer Journey Map
,

How to Create Your Customer Journey Map

Customer journey mapping has become a popular and effective way for brands and businesses to visualize, understand and hopefully improve the experiences of their customers. But many are still discouraged from creating these powerful tools due…
24 Outstanding Customer Service Quotes
, ,

24 Outstanding Customer Service Quotes

Businesses today understand that success requires truly exceptional customer service. Poor customer service will result in lost customers, bad press and a bad reputation, which can be difficult to fix. But by providing outstanding customer service…
How to Build Customer Loyalty in 2019
,

How to Build Customer Loyalty in 2019

Acquiring and retaining customers is ultra-important in the highly competitive ecommerce marketplace. Ecommerce stores and other online enterprises are making significant investment in their customer loyalty and referrals strategies, recognising…
15 Brilliant Customer Service Apps
,

14 Brilliant Customer Service Apps

Providing the very best customer service is what sensible businesses continuously strive for. And since today’s customers are increasingly demanding, communicating via various channels and expecting instant responses, businesses need all the…
Customer Experience Conferences for 2019
, , , ,

Customer Experience Conferences for 2019

Conferences offer a great opportunity to learn new skills, network with industry professionals and find out about new developments in the fast-moving world of customer experience. They are also a great way to get away from your desk for a few…
2019 Trend Articles You Must Read
, , ,

10 Must Read Articles for 2019 Trends

Forewarned is forearmed. Monitoring trends and trend forecasts is a great way to mitigate risk and ensure that your customer experience strategies will keep pace with changes. Here are a collection of articles providing some useful insight into…
7 Best Customer Experience Blogs
, , , ,

7 Best Customer Experience Blogs

We all know that in today’s increasingly competitive arenas it is essential to not only meet our customer’s expectations but to exceed them. We know that our customer’s experiences will most likely have a great influence on their personal…
14 Customer Experience Blog Posts and White Papers
, , , , ,

14 Customer Experience Blog Posts and White Papers

Keeping up-to-date with all of the latest customer experience related ideas, strategies, technologies and tactics is challenging. We are in a period of rapid change for customer experience across all industries and these days every business…
How to create a customer satisfaction survey that people will actually want to fill in
, , , , ,

How to create a customer satisfaction survey that people will actually want to fill in

Understanding how satisfied your customers or clients are with your product or service is invaluable. This information can help you improve the entire customer journey, from the moment they visit your site or store, through to the aftercare…