Inside Customer Service

JUNE 17, 2021

These questions came up a lot while I was doing research for The Service Culture Handbook and The Guaranteed Customer Experience. Here's an explanation of the three concepts along how other statements fit in, like your customer service vision or brand promise. What are a company’s mission, vision, and values?

Transportation 148

Transportation Legal Customer Service Technology 148

Customers That Stick

OCTOBER 30, 2014

I’ve been a paper boy, a janitor, a paint factory worker, a waiter, a bar manager, a bicycle mechanic, a track and field coach, a personal trainer, a librarian and now a program coordinator for the city of Sherwood, Oregon. Customer Service < Customer Experience . False Dichotomy. Paper < Plastic.

Customer Experience 115

Customer Experience Sports Construction Social Media 115

Customers That Stick

JANUARY 15, 2015

We introduced our Faces of Customer Experience series in April 2014, and we’ve had the privilege of meeting and sharing the stories of a number of wonderful customer-facing professionals. Meet Mike Wittenstein! – Founder/leader at Storyminers, one of the world’s first experience/service design consultancies.

Customer Experience 104

Customer Experience Contact Center Customer Retention Start-ups 104

Inside Customer Service

APRIL 29, 2021

Advertising disclosure: This blog participates in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to Amazon and affiliated sites. Several years ago, I had a long-term consulting project in Portland, Oregon. I did this every week for several months.

Start-ups 148

Start-ups Customer Service Customer Experience 148

InteractionMetrics

JUNE 10, 2021

Fed up with disappointing customer service and inane customer feedback surveys, Martha Brooke founded Interaction Metrics in 2004. The goal continues to be to help clients understand the customer experience deeply so they can grow customer loyalty. Representative samples are in. Objectivity is the standard.

Education 52

Education Customer Survey Customer Feedback Customer Loyalty 52

Chip Bell

MARCH 3, 2020

I was driving from Portland to Corvallis, Oregon, to deliver a keynote. As I continued on my journey, I reflected on the symbolism of how this scene could relate to customer service. We want customers to “cut to the chase” if their stories are taking too long to tell. It was early morning with light snow.

Start-ups 70

Start-ups Customer Service Innovation CX 70

Customer Service Life

MARCH 6, 2019

I’ve completely caught the fly fishing bug — an unavoidable consequence given the abundance of fishable water here in Oregon. I finally placed the call a couple days later and was connected with a customer service representative. Improve the customer experience long before the customer calls. It’s official.

Contact Center 92

Contact Center Sports Customer Service Start-ups 92

Kerry Bodine

JUNE 20, 2015

I’m often asked about customer experience conferences: What’s out there? I’ve compiled the following list of conferences spanning a variety of topics — like CEM, service design, customer loyalty, customer success, and contact centers — that should be of interest to a wide range of customer experience professionals.

CEM 97

CEM CX Contact Center Customer Loyalty 97

InteractionMetrics

JUNE 6, 2023

Qualtrics XM Institute [i] has declared 2023 the Year of Empathy, and Forbes Magazine calls empathy the “most important leadership skill” [ii] Because of this, customer service staff are receiving customer empathy training in droves. To be good at their jobs, doctors mute their empathy.

Customer Service 52

Customer Service Sports Customer Experience Innovation 52