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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How to give great customer service

We understand how to offer great customer service The Secret Women's Business Network has been around for a number of years, helping readers with their small business ideas with advice and top tips.Imagine our delight when they asked us…
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Why David Meerman Scott's new book is essential reading

Santa was very good to me this year – at the top of my stocking was a copy of David Meerman Scott's Real-Time Marketing & PR.I read it with an increasing sense of excitement. David makes some extremely timely points for not only the…
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Voice of the Customer programs need a better story

So says Andrew McInnes of Forrester in a blog post out today. He argues that Voice of the Customer (VoC) programs are delivering benefits for customers but having no financial impact. He quite right argues that this disjointedness can't continue…
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Exploiting the satisfied customer is crucial

Do you have a strategy for dealing with your satisfied customers? Whilst most companies have strategies and processes for handling complaints, very few focus on what to do with the customers who rave about them.Your happiest customers…
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5 ways you could lose your biggest client without knowing it

A short survey can save you a lot of troubleBig clients, especially in the B2B world, can be a blessing and a curse. Whilst they bring in chunky revenue and provide a real focus for product or service development they can also be the cause…
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Ask less, learn more

Why aren't your customers worth your time? After a recent stay at a hotel I came back from breakfast to find a 3 page survey on my bed about my stay.Why on earth should I fill it in?In such a busy world, fewer and fewer customers have…

Tom Peters on customers

Yesterday I downloaded a PDF by the wizard who is Tom Peters. It takes the form of short, punchy dictats and I love it because it's very fresh, very actionable and provides the kick up the proverbial that we all need from time to time to get…

Useful customer service stats: roundup

take a look at this customer experience & customer service statistics Forrester, Primeperformance and others have released interesting stats this week that back up the need to proactively seek and then quickly respond to your customers'…

Why customer delight is critical in “new rules” world

What is a good example ofcustomer delight? Exhibit A: you go online to an airline's website. Let's call them American Atlantic. You are in a rush, as you need to get some flight times and prices before rushing off to pick up your son from kindergarten…

Remarkable service is all about the little stuff

Today I've been doing a little desk research into the businesses who are really innovating in customer service. Interestingly, the ones who win the awards aren't always the guys making things great for their customers.'Customer service…
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22 really useful customer retention stats

22 really useful customer retention stats from custthermometerView more presentations from custthermometer.

Sir Terry Leahy spends every Friday on the shop floor, do you?

One to One conversations with your customers can be your most powerful survey tool Tesco is the world's 3rd largest retailer behind Walmart and Carrefour. It has almost 2,500 stores worldwide. Its Chief Exec Terry Leahy, widely credited with…