The Customer Service Blog

SEPTEMBER 8, 2023

A major part of M&S’s return to the FTSE 100 last week (along with a share price rise of over 70%) can be credited to the retailer’s significant investments in customer service. Additionally, good service builds customer trust and loyalty. But it’s not easy.

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Customer Service Retail Customer Satisfaction Sales 84

Inside Customer Service

MARCH 10, 2022

Tyler clearly possessed a customer service superpower: the ability to identify my unspoken service cues. What are service cues? Service cues are unspoken customer needs. They're often found in the specific words a customer chooses, their tone of voice, their body language, and their actions.

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Beyond Philosophy

APRIL 28, 2022

Their offering does not have the lowest price, and they have no plans to lower it. However, their customers keep complaining. Since price is something that can seldom be low enough, I figured some of you face the same issues, and I would share our advice here with you. Too many organizations don’t have a pricing strategy.

B2B 88

B2B Retail Manufacturing Engineering 88

Beyond Philosophy

MARCH 6, 2017

When we meet new clients at our customer experience consultancy, they often tell us they create value for their customers by offering low prices. They think “value” means “price,” and they believe that customers want to save money more than anything else. You reduce your price by 10 percent.

Hospitality 118

Hospitality Hospitality Social Media Customer Loyalty 118

Help Scout

AUGUST 22, 2023

Looking for the best customer service mobile apps so your team can answer customer questions on any device? Here are the top mobile apps for customer service. Read the full article

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Customer Service 40

Fonolo

FEBRUARY 7, 2023

A commitment to care for your personal well-being is above and beyond the customer service you might usually expect from a financial institution. To serve customers well, innovation and excellent customer service is a must. Hawaii State FCU is one of the Aloha State’s leading financial institutions.

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Customer Service Innovation Customer Satisfaction Technology 140

The Customer Service Blog

JULY 7, 2022

New research suggests that 6 out of 10 consumers think that low prices will become more important to them when choosing where to shop and what to buy in the next two years. But according to the Institute of Customer Service (who carried out the research) companies need to offer more than just discounts in order to keep their customers.

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Customer Service Technology Technology Customer Retention 52

The DiJulius Group

SEPTEMBER 25, 2023

Your prices are non-negotiable. Your customers trust you, choosing your brand over those of your competitors–even when your prices are higher. Your company is respected, and your reputation is strong when the key elements of a successful customer service strategy are in place. Start with a Clear Purpose.

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Customer Service Customer Experience 70

Bill Quiseng

MAY 10, 2023

So I encourage you to remind yourself and your colleagues every day about each one of these 25 QUI QUOTES about customers and customer service. FIRST BEST First, be the best to your customers. When it comes to customers and customer service, don’t be just good. Focus on the customer, not technology.

Customer Service 78

Customer Service Social Media Customer Loyalty B2C 78

Help Scout

SEPTEMBER 12, 2023

Here are some Help Scout competitors, including features and price, so you can pick the customer service software that’s best for you. Looking for a Help Scout alternative? Read the full article

Customer Service 40

Customer Service 40

Intercom

JANUARY 5, 2023

Delayed orders, faulty services, missing information, you name it – every time a customer reaches out, it tells you something about the friction they’ve experienced. Customer service teams are all too often drowning in angry, repetitive tickets, and yet, we don’t seem to focus enough resources on tackling the reasons behind it.

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Customer Experience CX Contact Center Start-ups 69

Comm100

OCTOBER 17, 2023

Businesses today thrive on efficiency, and the customer service domain is no exception. With the rise of technology, businesses have started to adopt customer service automation software to scale their operations without ballooning headcount. What is customer service automation software?

Customer Service 73

Customer Service Social Media Omnichannel AI 73

Help Scout

APRIL 27, 2021

Take customer service software for example: Up until the last few years, there weren’t many options geared toward smaller teams. To help make sure you find the proper fit, we’ve put together this comprehensive guide to understanding and shopping for customer service software. What is customer service software?

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Customer Service Start-ups Omnichannel Social Media 105

Inside Customer Service

JANUARY 11, 2024

Use advanced communication techniques from Phone-Based Customer Service by Jeff Toister Share a picture Pictures and graphics can quickly put you and your customer on the same page. Happy with the price, we scheduled the service for the next day. I snapped some photos with my phone and got an instant quote.

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Customer Service 235

The DiJulius Group

MAY 20, 2019

This guest article is brought to you by Jeff Mowatt, speaker at the 2019 Customer Service Revolution. Do your team members ever give you this excuse when your company loses a customer, “Our competitors are hammering us on price. The post How to Move Customers Past Price appeared first on The DiJulius Group.

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Customer Service Customer Experience 61

Fonolo

JANUARY 4, 2022

Customer service expectations continue to increase, and only the best businesses keep up. The statistics show that superior customer experiences generate more return customers, increased loyalty, and higher profits. Statistics that Demonstrate the Value of Good Customer Service. Source: Bain&Co.

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Customer Service Social Media Contact Center Artificial Intelligence 142

Bill Quiseng

OCTOBER 18, 2023

When it comes to your customers and customer service, don’t just be good. You are happy because customers were satisfied with their purchase of your product or a resolution with your service. And satisfied customers will not return as soon as they find an experience that is better or a price that is less expensive.

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CX Customer Service Customer Satisfaction Customer Loyalty 158

CSAT.AI

APRIL 5, 2023

Like most industries, customer service has its own jargon – chock full of acronyms (context is everything). Here is a customer service dictionary of 65 common terms and acronyms with some links if you want to go deeper. B Backlog: An accumulation of unsolved tickets.

Contact Center 97

Contact Center Customer Service Net Promoter Score Artificial Intelligence 97

Help Scout

AUGUST 12, 2021

Providing customer service over social media is much newer, tied closely to the growth of ecommerce and online business. For customer-centric businesses , thoughtfully considering where and how to offer service on social media channels is an important step in defining and delivering a consistent, high-quality customer experience.

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Social Media Customer Service Direct Marketing Customer Experience 145

The DiJulius Group

DECEMBER 18, 2019

5 Quick Tips To Help You Make Price Irrelevant 1. Customer Service Best Practice Are You Sure You Know Why Your Customers Are Loyal? By Jess Pischel Jed’s Barbershops in Salt Lake City, Utah provides more than great haircuts—Jed’s provides an exceptional customer experience. Read Full Article.

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Customer Service Customer Experience 56

The DiJulius Group

MARCH 31, 2021

5 Quick Tips to Help you Make Price Irrelevant 1. Customer Service Feature Story 6 Steps in Launching a Successful Customer Service Initiative that Lasts Every company is guilty of having a bunch of great ideas and incredible initiatives born in a meeting room only to eventually fizzle out and die, leaving the management team.

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Customer Service Customer Experience 98

Beyond Philosophy

JANUARY 18, 2017

American Airlines blamed problems at its hubs and its merger with USAir, and said it has a new training program to improve customer service. But Spirit, which was dead last in the customer complaints category, seemed to feel destined to do poorly. Are we going to say sorry for our lack of customer service?”

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Scorecard Customer Satisfaction Customer Loyalty Customer Experience 122

The DiJulius Group

APRIL 5, 2022

A Customer Service Revolution is… A radical overthrow of conventional business mentality designed to transform what Employees & Customers experience. The post The 2022 Customer Service Revolution Conference Lineup Revealed appeared first on The DiJulius Group. Read Full Article.

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Customer Service Sales Customer Experience 72

Uniphore

APRIL 21, 2017

Once upon a time, price and quality were the essence of buying decisions, but today more and more people are choosing brands based on whether the overall customer experience meets their expectations, and the failure to do is leading customers to look for brands that will. Read More.

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Customer Service Customer Experience 133

Return Customer

JULY 10, 2019

As a majority of the organizations are becoming quite adept at managing their price points and product features, one of the factors that can drag a company down is customer experience. More and more companies are finding systematic ways to invest resources for better customer service, and this will continue to happen.

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Customer Service Social Media Customer Journey Map Non-Profits 109

Help Scout

SEPTEMBER 7, 2021

Customer satisfaction and customer service quality are not necessarily linked at all, and that’s a problem because plenty of customer service teams rely on CSAT and NPS surveys to judge their performances. Step 1: Define customer service quality for your company.

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Customer Service Scorecard NPS Customer Satisfaction 118

Zendesk

NOVEMBER 14, 2022

These price increases across food, fuel, and consumer goods and services are real and especially significant in parts of the world already struggling with poverty and unrest. For IT leaders, much like customer service leaders, it’s investments in automation that will reduce the cost of operations. This matters.

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Customer Service Customer Expectations CX AI 98

Zendesk

JULY 9, 2021

Categorize active chats by using color-coded labels with customers to keep your inbox organized. If you run a larger business that relies on using a CRM, contact center, or other customer service software to engage with customers, you’ll want to opt for the WhatsApp Business API. Instagram Direct Messenger.

Customer Service 98

Customer Service Start-ups B2C Customer Satisfaction 98

Zendesk

NOVEMBER 16, 2021

Sales and customer service should be a natural fit. Both teams work to create successful customer interactions and move the company forward. Because sales and customer service (CS) teams are focused on different metrics, they rarely interact with each other. Why the misalignment?

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Sales Customer Service Non-Profits Start-ups 98

Service Quality Institute

FEBRUARY 14, 2024

When I was quoted in the Time Magazine cover story on Customer Service in 1981 I said the only thing that motivates CEOs is hard numbers. Time Magazine called me a Customer Service Guru. Amazon I believe is the most customer-driven firm in the world. Very few firms in the world provide Relentless customer service.

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Customer Service Gambling Non-Profits Start-ups 52

SurveySensum

DECEMBER 26, 2023

A product with exceptional customer service Or a bug-free product? In the ever-evolving landscape of business, the ongoing debate regarding whether customer service or bug-free product should take precedence continues to fuel discussions. Can’t sell garbage, but service goes a long way. What would you choose?

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Customer Service Customer Loyalty Sports Social Media 52

Shep Hyken

APRIL 18, 2022

Each week I read many customer service and customer experience articles from various resources. Tracking Customer Experience? The Drum) Ask any brand to rate their customer experience on a scale of one to 10 and most will probably choose a high number. Here are my top five picks from last week.

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Customer Service Retail CX Start-ups 65

Doing CX Right

SEPTEMBER 19, 2020

Who owns customer service? 8 strategies to get great customer service based on YOUR actions: 1. Pay attention to HOW you speak to customer service associates as well as WHAT you say. Customer service reps may be having a worse day than you are. So, who owns customer happiness ?

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Customer Service Social Media CX Customer Satisfaction 126

Help Scout

APRIL 29, 2021

Your customer service culture is not what your fancy “Customer Guarantee” promises, and it’s not whatever you say it is in your new employee handbook. It’s worth noting that companies with any of these primary cultures can still deliver good customer service experiences. Strategies for company executives.

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Customer Service Sales Start-ups Voice of the Customer 139

Fonolo

APRIL 4, 2023

Customer service expectations in the contact center continue to increase, and only the best businesses keep up. Customer service statistics show that superior CX generates more return customers, increases loyalty, and helps generate higher profits. Source: ArenaCX Customers are 5.1

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Contact Center Customer Service Social Media Artificial Intelligence 81

The Customer Service Blog

SEPTEMBER 20, 2023

As many readers will already know, when I’m not editing The Customer Service Blog, I also do university lecturing in the disciplines of Marketing, Management and Business Studies. One of my areas of expertise is pricing strategy, and how this can be used within marketing to maximise profitability.

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Gambling Hospitality Hospitality Social Media 76

Zendesk

MAY 24, 2023

Company leaders and consumers now understand more about the benefits of AI in customer service and how it can make our lives easier. How can AI help customer service? Read on to learn how your business can make the most of AI in customer service.

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AI Customer Service Machine Learning Technology 88