We have all heard the stories of excellent service from Zappos or Nordstrom, so it is only natural to want to take a page from their books and model our own corporate culture or service delivery after theirs. But first we need to evaluate our own customer base and whether or not our customers desire Keep Reading...
When a company comes to the realization that it's strayed from its core values or desired customer experience, it often results in a new push for its employees to reconnect with customers and to provide better service. This sounds simple enough, but why is it so hard for this approach to succeed? Common missteps in Keep Reading...
In all of our businesses, we are committed to cultivating a culture of caring for our customers. But where does that culture come from? How do we get to the point where actively caring is so natural that it seems the obvious answer to throw in a pair of cozy socks when a customer orders Keep Reading...
While we strive every day to create exceptional customer service moments for our customers, it’s equally important to extend those same efforts internally as well. Each member of our service team, and of our company at-large, benefits from the same care and consideration we so carefully hone for our cases. [fusion_builder_container hundred_percent="yes" overflow="visible"][fusion_builder_row][fusion_builder_column type="1_1" background_position="left Keep Reading...
When we think of industries that have phenomenal customer service, airlines may not be what immediately comes to mind. However, JetBlue has made it their mission to ensure their customers have not only an excellent travel experience, but an excellent time interacting with their various customer service teams. They do so by carrying their commitment Keep Reading...
There are certainly a good number of cases that come through customer service because customers' errors have created problems for them or another company has dropped the ball, leaving them in a bind. They then reach out to us, hoping that something can be done in order to fix the situation. While not every case Keep Reading...
As our businesses grow, our attention gets pulled to new areas. Company growth, product offerings, partnerships, behind the scenes housekeeping... it all eats into the time we originally spent on the front lines, interacting with our customers, solving their problems, and answering their questions. I recently realized how very long it had been since I Keep Reading...
We all know that being on the front lines of customer service can be a challenge. Representatives are faced with expectations of extensive product knowledge, policy and procedure adherence, dealing with displeased customers, and delivering every answer and every solution with the utmost friendliness. We've previously discussed various ways to prevent service representative burnout, but Keep Reading...
[fusion_builder_container hundred_percent="yes" overflow="visible"][fusion_builder_row][fusion_builder_column type="1_1" background_position="left top" background_color="" border_size="" border_color="" border_style="solid" spacing="yes" background_image="" background_repeat="no-repeat" padding="" margin_top="0px" margin_bottom="0px" class="" id="" animation_type="" animation_speed="0.3" animation_direction="left" hide_on_mobile="no" center_content="no" min_height="none"] Teamwork and team spirit - Hands piled on top of one another In the corporate world, it’s very common for companies to invest time, effort, and money into team building activities Keep Reading...
"Your brand is what people say about you when you’re not in the room” – Jeff Bezos, Founder of Amazon Jeff Bezos has built one of the largest and most successful brands in the world by building his company around one singular focus: its customers. Amazon did not become a giant because of its selection, Keep Reading...
