InMoment XI
JULY 22, 2024
The recent global outage affecting major service providers like Microsoft and CrowdStrike has highlighted the need for businesses to be prepared. When such disruptions occur, they don’t just impact operations; they shake customer confidence and loyalty. For enterprise companies, the stakes are even higher.
CSM Magazine
MAY 9, 2024
When we really get where our customers are coming from, it shapes how we respond to them. By focusing on immediate solutions, we’re doing more than putting out fires – we’re lighting up pathways to customer confidence and peace of mind.
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ShepHyken
JUNE 8, 2022
It’s usually just “little things” – details that often are almost unnoticed – that give our customers confidence and help create customer amazement. . They are also important to our customers, whether they know it or not. It’s the same with a fast reply to an email or quick return phone call. None of these are big.
ShepHyken
SEPTEMBER 26, 2023
Someone asked me a question: Sometimes I’m so frustrated when I call a company’s customer service number. I try to be nice, but that doesn’t always work. What do you think if I yell at them? Here is my answer: A couple of old expressions come to mind.
ShepHyken
FEBRUARY 16, 2022
That expertise creates confidence. . It’s natural that you would gravitate toward a person you perceived as an expert. When someone demonstrates a level of expertise and shares information you didn’t know, you tend to trust them. For example, when you go to Best Buy and are looking for a new TV, you’ll find there are so many to choose from.
ShepHyken
SEPTEMBER 5, 2023
I was asked the same question three times in the last week: “What is the biggest opportunity in customer service?” If you had asked me this question a month ago – or asked it a month from now – there could be a different answer. But today’s answer is not just timely, but also timeless.
ShepHyken
APRIL 25, 2018
For those that haven’t been following, the five-steps are: 1) Acknowledge the problem and thank the customer for bringing it to your attention. 2) Apologize for the problem. 3) Fix it or discuss the resolution. 4) Have an attitude of ownership. 5) Act with urgency.
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