06 Nov An Unhappy Customer Service Agent is More Than a Meme
An unhappy customer service agent is more than a meme, it is a problem with a solution....
Customer Satisfaction Blog
30 Oct Don’t Bury your Customer Service
If your customer service avenues are more hidden than the mummy’s tomb you are likely to lose repeat business....
23 Oct The FAQ has Evolved but is it Still a Powerful Customer Service Tool?
Humanity loves to ask questions. Our curious nature has taken us as far as the moon and as deep as the quantum world. Some of our questions are much simpler, like how do I turn this thing on? (Admit it. We’ve all asked that question.)...
16 Oct Acceptable vs. Desired: The Power of Balance, Diversity, Inclusivity and Trust in Customer Evolution
Humans are innovative creatures: the internet, AI, cold brew coffee. Innovation means change and change is bumpy....
11 Oct My Personal Customer Service Story: Empathy and Support Inspire Innovation
One of the things I feel most strongly about is that customer service professionals should never ever be sworn at, demeaned or abused...
09 Oct Happy Customer Service Week – Celebrating Employee Engagement with The Ritz
Happy Customer Service Week! Last week in prep for #CustomerServiceWeek2019, we celebrated customer service successes. This week we are celebrating the power of employee engagement with The Ritz-Carlton. Employee Engagement Experts and reports agree, treating employees well is linked to business success. As Micah Solomon states in...
02 Oct The Feel Good Moments: Celebrating Customer Service Successes
In Hubspot’s recent The State of Customer Service in 2019 report, they mentioned the earliest recorded customer complaint from 1750 BCE. Wow. This industry has some history. What about the feel good moments? In preparation for Customer Service Week we’re celebrating some customer service successes...
25 Sep The Customer Experience Time Loop: Give Information, Get Transferred, Repeat
Are your customers caught in a customer experience time loop? Your customer facing AI solutions, like chatbots, never tire of repetition. However, your customers and agents do....
18 Sep Don’t Diss the Tech: Best Uses of AI in Customer Service and How Attitudes Toward AI Have Changed
Machine learning based tech is becoming more sophisticated with virtual influencers, robot assistants, AI making appointments by phone. Talking tech, it may seem ironic to mention feelings. Remember it is humans that this tech is meant to support. Building on our article, Human and Machine...
10 Sep With The History Of Lies In Customer Service, How Do You Build An Authentic Customer Relationship?
A history of lies makes it hard to build a lasting relationship. How do you build an authentic customer relationship in a business climate known for manipulating customers? ...