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Customer Service Best Practices
News and tips for improving your business' customer service and customer experience.
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Top 5 Ways to Use Social Media to Improve Customer Services | Social Media Today

Top 5 Ways to Use Social Media to Improve Customer Services | Social Media Today | Customer Service Best Practices | Scoop.it
Want your business to succeed?

You need to have a primary focus. That’s your target audience. It is extremely important to focus on the customers, as they are the center of your business universe.

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Elevating Customer Experience Through Social Channels [infographic] | Business2Community

Elevating Customer Experience Through Social Channels [infographic] | Business2Community | Customer Service Best Practices | Scoop.it
From what they’re eating for breakfast to their thoughts on current events, people are increasingly turning to social media to voice their opinions and seek answers to their questions. Unfortunatel…
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Consumer Advocacy: A Powerful Content Promotion Strategy | Business 2 Community

Consumer Advocacy: A Powerful Content Promotion Strategy | Business 2 Community | Customer Service Best Practices | Scoop.it

Historically, advocacy has been a means of initiating change in society. It’s a form of communication that focuses people on an issue and rallies support to engage it and change it from “what is…

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Rescooped by BirdEye from Customer Experience Best Practices & Issues
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Give Customers a Buying Experience They Can't Resist | CRM Buyer

Give Customers a Buying Experience They Can't Resist | CRM Buyer | Customer Service Best Practices | Scoop.it
Give Customers a Buying Experience They Can't Resist CRM Buyer The idea of being easy to do business with seems obvious, but it gets sidelined by what I call "ignorance via introspection" -- the tendency of companies to focus on their own processes...

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The Rising Financial Impact of Customer Service | Telecoms

The role of customer service is one that is valued and well understood by many organizations. However, making the leap from correlating customer service activities with overall performance results to investing in strategies that deliver ...

Via Fred Zimny
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The Ultimate Customer Experience [infographic] | by brainsins.com

The Ultimate Customer Experience [infographic] | by brainsins.com | Customer Service Best Practices | Scoop.it

Monetate just released an infographic focused on customer experience where they explain some interesting facts: 97% of users said that their online experience influence whether they purchase...

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Do Not Confuse Customer Experience With Customer Service | Business 2 Community

Do Not Confuse Customer Experience With Customer Service | Business 2 Community | Customer Service Best Practices | Scoop.it
The Difference Between Customer Experience and Customer Service: http://t.co/perR7VnFr0
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New Customer Service Data Available on California Medical Groups | Kaiser Health News

New Customer Service Data Available on California Medical Groups | Kaiser Health News | Customer Service Best Practices | Scoop.it
Kaiser Health News
New Customer Service Data Available On California Medical Groups
Kaiser Health News
Californians looking for more information about their doctors can now turn to a statewide website that includes new data on 170 physician groups.
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When Should You Fire Customers? | MIT Sloan Management Review

When Should You Fire Customers? | MIT Sloan Management Review | Customer Service Best Practices | Scoop.it
Letting unprofitable customers go is an option, but so is training them out of expensive behavior.

Via CSL
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Top 5 Reasons Why Customer-Centric Efforts Fail

Top 5 Reasons Why Customer-Centric Efforts Fail | Customer Service Best Practices | Scoop.it
Even though everyone is talking about giving a superior customer experience, they will fail for these very reasons.

Via The Customer's Shoes, Guy Gordon
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Is Service Design the new Marketing?

Is Service Design the new Marketing? | Customer Service Best Practices | Scoop.it
To create and sell good products is not enough. The task today is much more complex.

Via CSL
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CSL's curator insight, December 17, 2013 10:36 AM

"The traditional roles between the corporation (sender) and the user (recipient) are broken up – the new currency is value creation through use."

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Multi-Channel Customer Service is Good for Your Call Center’s Health | VoiceSage

Multi-Channel Customer Service is Good for Your Call Center’s Health | VoiceSage | Customer Service Best Practices | Scoop.it
Multi-channel customer service management strategies can delight consumers as well as drive efficiency. However, it’s not just us making this call – it’s fresh and independent research from analysts The Aberdeen Group.

Via Colin Taylor TRG, Rosetta Carrington Lue
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Colin Taylor TRG's curator insight, December 18, 2013 7:51 AM

Communicate with #customers in their channel or choice (and not yours) you will always have  a more satisfying #custserv experience

Colin Taylor TRG's curator insight, December 18, 2013 7:52 AM

Give your customers the choice of interaction channel 

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4 Ways Great Customer Service Will Grow Your Business | The Next Web

4 Ways Great Customer Service Will Grow Your Business | The Next Web | Customer Service Best Practices | Scoop.it
4 Ways Great Customer Service Will Grow Your Business The Next Web While difficult decisions are to be made on a daily basis, there's one major theme that every entrepreneur should keep in mind no matter what the industry: investing in your...

Via Patricia D. Sadar - Leadership Strength Coach
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Gordon Kraft's curator insight, December 15, 2013 9:38 AM

Customer Service is Key to Success.

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3 Reasons Customer Experience Management Fails | Business2Community

3 Reasons Customer Experience Management Fails | Business2Community | Customer Service Best Practices | Scoop.it
If you have nothing better to do sometime, pour a nice glass of wine and curl up with Arizona State’s Rage Study. The most recent edition is from 2013 and it tells us that almost $76-billion in rev…
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Michelle Batt's curator insight, March 18, 2:08 PM

This rage study is interesting, especially the shared chart. Some of these line items show that it's not just about process and technology. Sometimes, companies just don't do the simple things, like say "I'm sorry for your x trouble" or "Thank you" or… I am in the midst of an experience now with a large insurance company. The process has been horrible, passed around between claims folks, confusing messages, nothing is consistent, and it has made me feel the emotion of "rage" that as I explain what has happened along the way, nobody has even shown empathy and said a simple "I'm sorry." If we take a look at this list and take some kind of action, I bet we could see an impact!   

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Cathay Pacific's IT Head Rethinks Innovation and Customer Experience | Forbes

Cathay Pacific's IT Head Rethinks Innovation and Customer Experience | Forbes | Customer Service Best Practices | Scoop.it
When Cathay Pacific began winning airline industry awards, it was for the service provided by its staff onboard the plane, the quality of the food and entertainment, and innovations to seats in each cabin of the aircraft, among other aspects. It may be surprising to find that one of the co-heads of [...]
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Using Customer Intelligence Data to Improve Enterprise Customer Loyalty | NGData

Using Customer Intelligence Data to Improve Enterprise Customer Loyalty | NGData | Customer Service Best Practices | Scoop.it

Darin Alpert, VP Business Development, BirdEye

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Nine Steps to Designing a Voice of the Customer Program | MyCustomer

Nine Steps to Designing a Voice of the Customer Program | MyCustomer | Customer Service Best Practices | Scoop.it
Experts share step-by-step guidance on building a Voice of the Customer programme.

Via Philippe E. Maille, beyondthearc
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Rosetta Carrington Lue's curator insight, February 9, 2014 5:10 PM

"Unlike traditional customer service in which the organization controls both channel mix and service wrapper, the dynamics of social customer service are reversed."

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Customer Feedback vs Customer Experience Measurement [slideshare]

What is the difference between opt-in customer feedback versus random-sample customer experience measurement? 'Feedback' direct to the company and via social is (Opt-in feedback vs Random sample #measurement - what's the difference?

Via Fred Zimny, Patricia D. Sadar - Leadership Strength Coach
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Ali Anani's curator insight, January 19, 2014 5:59 AM

A very insightful presentation on customers' feedback

Dawn Wright's curator insight, January 20, 2014 10:17 PM

Suspicions confirmed. Opt-in customer feedback probably catches the extremes of attitudes.

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The Service Whisperer: How To Talk To Your Customers | Firmology

The Service Whisperer: How To Talk To Your Customers | Firmology | Customer Service Best Practices | Scoop.it
Firmology The Service Whisperer: How To Talk To Your Customers Firmology Nothing is more frustrating than a recorded voice telling you to “please listen to the following choices as our menu options have changed.” Countless buttons have been mashed...
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Walk this Way. The Customer Five Step | UncustomeryExperience

Walk this Way. The Customer Five Step | UncustomeryExperience | Customer Service Best Practices | Scoop.it
The Customer Walk consists of all the steps a customer takes when interacting with your brand. So how do you take The Customer Walk in stride? By understanding the two most important lessons it teaches us.
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5 Structural Flaws in Your Social Customer Service Watchtower | Business 2 Community

5 Structural Flaws in Your Social Customer Service Watchtower | Business 2 Community | Customer Service Best Practices | Scoop.it
5 Structural Flaws in Your Social Customer Service Watchtower
Business 2 Community
They complain to others in their network, spreading negative reviews.
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You Had Me at Hello: 8 Phrases Every Customer Longs to Hear | Parature

You Had Me at Hello: 8 Phrases Every Customer Longs to Hear | Parature | Customer Service Best Practices | Scoop.it

Via The Customer's Shoes, Guy Gordon
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The Importance of Great Customer Service [INFOGRAPHIC]

The Importance of Great Customer Service [INFOGRAPHIC] | Customer Service Best Practices | Scoop.it
We've all been there: a bad customer service experience has left us grumpy and unsatisfied and in the wake of those emotions we never do business with them again. Yeah, that'll show 'em.

Via Patricia D. Sadar - Leadership Strength Coach
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Big Data Trends in 2014 | Customercentric.info

Big Data Trends in 2014 | Customercentric.info | Customer Service Best Practices | Scoop.it
With 2013 almost at an end, we look forward to 2014, and make some predictions on trends we will see emerge in the next year.
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One of the Best Customer Service Channels You May Not Be Using | Business 2 Community

One of the Best Customer Service Channels You May Not Be Using | Business 2 Community | Customer Service Best Practices | Scoop.it
Business 2 Community One of the Best Customer Service Channels You May Not Be Using Business 2 Community Featured here are five best practices for offering live chat proactively or reactively for customer service and support: Extend an Inviting...

Via Patricia D. Sadar - Leadership Strength Coach
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