Outstanding Customer Service
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9 in 10 Customers Will Switch to the Competition If You Don’t Treat Them Well (Infographic)

9 in 10 Customers Will Switch to the Competition If You Don’t Treat Them Well (Infographic) | Outstanding Customer Service | Scoop.it
Here's a look at customer satisfaction rates across industries and why those rates matter.
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Customer service is the true barometer of a healthy business - Business Reporter

Customer service is the true barometer of a healthy business - Business Reporter | Outstanding Customer Service | Scoop.it
Business Reporter Customer service is the true barometer of a healthy business Business Reporter Jo Causon (inset), chief executive of not-for-profit professional membership body the Institute of Customer Service, says: “There is a close alignment...
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A great article explaining why CUSTOMER SERVICE is our number one focus!

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Social CEM: Moving Beyond Customer Loyalty to Customer ...

Social CEM: Moving Beyond Customer Loyalty to Customer ... | Outstanding Customer Service | Scoop.it
The Consumer Advocacy Stage Research shows that while a customer might be temporarily “loyal,” that loyalty may not necessarily translate into consumer advocacy, the last stage in the new customer lifecycle.
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Great article!

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Sharpen Your Customer Service Skills: 4 Trends You Need to Know

Sharpen Your Customer Service Skills: 4 Trends You Need to Know | Outstanding Customer Service | Scoop.it
From giving gifts to following up more, here are 4 smart ways to sharpen your customer service skills. (Try the ‘benevolent ambush’ and other #custserv ideas to delight your customers and increase loyalty.
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The Science Of The Customer Experience: A Consultant, A Blindfold, And Your ... - Forbes

The Science Of The Customer Experience: A Consultant, A Blindfold, And Your ... - Forbes | Outstanding Customer Service | Scoop.it
The Science Of The Customer Experience: A Consultant, A Blindfold, And Your ...
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This explains why greeting properly (Standing up, making eye contact and "WELCOME TO DIRTY DOG!") and thanking them on the way out the door, is so vitally important!

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5 Ways to Keep Customers Knocking on Your Door For More

5 Ways to Keep Customers Knocking on Your Door For More | Outstanding Customer Service | Scoop.it
Two investment bankers turned jewelry retailers offer five lessons on how to build customer loyalty for your retail business.

Via Thomas Faltin
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25 Skills Required for Excellent Customer Service

25 Skills Required for Excellent Customer Service | Outstanding Customer Service | Scoop.it
One of the greatest challenges to customer service leaders is training new agents who have previously never had good customer service experience.

Via BirdEye
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The Zappos Way of Managing

The Zappos Way of Managing | Outstanding Customer Service | Scoop.it
How Tony Hsieh uses relentless innovation, stellar customer service, and a staff of believers to make Zappos.com an e-commerce juggernaut -- and one of the most blissed-out businesses in America.
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Earning My Mouse Ears: Part II

Earning My Mouse Ears: Part II | Outstanding Customer Service | Scoop.it
“You can dream, create, design, and build the most wonderful place in the world but it requires people to make the dream a reality”—Walt DisneyNote: We left off in Part I at the end of the opening
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Five fun ways to improve customer service skills starting today - AmazingServiceGuy.com

Five fun ways to improve customer service skills starting today - AmazingServiceGuy.com | Outstanding Customer Service | Scoop.it
JOSIC: News, Sports, Style, Culture & Technology
Five fun ways to improve customer service skills starting today
AmazingServiceGuy.com
No matter how loyal our customers are, we can never stop improving how we serve them.
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2013 Customer Service Expectations & Frustrations [Infographic]

2013 Customer Service Expectations & Frustrations [Infographic] | Outstanding Customer Service | Scoop.it
According to the ninth annual Accenture Global Consumer Pulse Survey which measured the experiences of 12,867 customers in 32 countries across ten industries, consumers continue to have great expectations for customer service, yet continue to be...

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Consumers have had enough, 'rage survey' says - NBC News.com

Consumers have had enough, 'rage survey' says - NBC News.com | Outstanding Customer Service | Scoop.it
Americans are not very happy consumers. We’re frustrated and angry — and for good reason. More people than ever are dissatisfied with the...
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Social CEM: Moving Beyond Customer Loyalty to Customer Advocacy (Part 5)

Social CEM: Moving Beyond Customer Loyalty to Customer Advocacy (Part 5) | Outstanding Customer Service | Scoop.it
The Consumer Advocacy Stage

Research shows that while a customer might be temporarily “loyal,” that loyalty

may not necessarily translate into consumer advocacy, the last stage in the new

customer lifecycle.
Blair Smith's insight:

Great article!

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Customer Service? Simple, Just Be of Service - Huffington Post

Customer Service? Simple, Just Be of Service - Huffington Post | Outstanding Customer Service | Scoop.it
Customer Service? Simple, Just Be of Service
Huffington Post
So often I hear individuals complain of experiencing poor customer service. In fact, bad, or less-than-good service seems to be the norm, these days.
Blair Smith's insight:

"When I had my retail business, my motto was: Treat every customer as if he or she is the last customer you'll ever see. That way, knowledgeable, professional sales staff give all their attention to that customer."


"The shop floor is where we meet an eclectic group of individuals, from all walks of life. Just by coming across different types of people, as if by osmosis, we tend to pick up new and different behaviors, we are made aware of new cultures, all of this helps us to grow. And surely if we are growing, our life has more meaning."

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The Most Powerful Customer Service Formula Is Just Three Words Long

The Most Powerful Customer Service Formula Is Just Three Words Long | Outstanding Customer Service | Scoop.it
A powerful customer service experience is built on just three words. Customer service consultant and customer experience keynote speaker Micah Solomon explains.
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Why Everyone Should Have To Work In Customer Service At Least Once

Why Everyone Should Have To Work In Customer Service At Least Once | Outstanding Customer Service | Scoop.it
The patron then began ranting about customer service, human decency, and how it was impossible to find a good cup of coffee anymore. She then stormed out, leaving her “awful” drink behind.
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Consumer Responses To Negative Customer Service, November 2013 [CHART]

Consumer Responses To Negative Customer Service, November 2013 [CHART] | Outstanding Customer Service | Scoop.it
Consumers react to negative customer service experiences in a number of ways, and while many voice their frustrations, a significant proportion express a good deal of patience and understanding, according to a recent survey [PDF] from CorvisaCloud.

Via Thomas Faltin
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"About 1 in 8 respondents said they’d never shop with the company again."

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Exceptional Customer Experience: Six Steps | Brainzooming

Exceptional Customer Experience: Six Steps | Brainzooming | Outstanding Customer Service | Scoop.it
Here's another great post from frequent Brainzooming guest blogger Woody Bendle. When we were together for #Ideachat last weekend, Woody mentioned that he was working up this piece on exceptional c...

Via BirdEye
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Earning My Mouse Ears, Part III

Earning My Mouse Ears, Part III | Outstanding Customer Service | Scoop.it
Soon after the completion of Walt Disney World someone said, “Isn’t it too bad Walt Disney didn’t live to see this?” I replied, “He did see it-that’s why it’s here.”--Mike Vance, former Dean of
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Earning My Mouse Ears, Part I

Earning My Mouse Ears, Part I | Outstanding Customer Service | Scoop.it
“I only hope that we never lose sight of one thing—that it was all started by a mouse.” –– Walt Disney When Walt Disney returned home from Europe, after serving as a driver for the American Ambulance
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Four Seasons' Customer Service: Consulting The Systems Behind The Click Of ... - Forbes

Four Seasons' Customer Service: Consulting The Systems Behind The Click Of ... - Forbes | Outstanding Customer Service | Scoop.it
Four Seasons' Customer Service: Consulting The Systems Behind The Click Of ...
Blair Smith's insight:

"It’s the entire experience: what the customer hears, feels, tastes, even (for better or worse) smells. If you don’t look at/hear/fee/smell your business the way a customer does, you’re failing your customer—and, ultimately, your bottom line." 

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How Do You Keep Customers Loyal? Show Them the LOVE

How Do You Keep Customers Loyal? Show Them the LOVE | Outstanding Customer Service | Scoop.it
“Making your way in the world today takes everything you’ve got. Taking a break from your worries sure would help a lot. Wouldn’t you like to get away?

Via Thomas Faltin
Blair Smith's insight:

Their philosophy, which they put into practice every day, was to “Be There, Play, Make Their Day and Choose Your Attitude.” By choosing their attitude, the staff proved that even a job that was cold, repetitive and tiring could be made fun and meaningful.

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