Customer Experience Archive

Today’s Most Common Tech Faux Pas

These days, everyone seems to know something about technology. Smartphones are the norm and have been around for quite a while now, so most other smart devices have been designed to function similarly – with simple layouts, clear fonts, and boldly colored touch screen buttons.  Smart devices are not only “smart” because of their high-tech capabilities, but because they also make customers feel smart. Products today are designed to …

Why Customer Satisfaction is So Important

We’re all familiar with the old adage, “The customer is always right.” Customers may not always be right, of course, but their satisfaction is always of the greatest importance. In that sense, the adage remains true. In fact, it is possibly more relevant now than ever before, as customers’ tastes and exigencies have expanded along with their range of choices. In today’s extremely fast-paced environment, …

The Gap Between Consumption and Service and Why People Will No Longer Tolerate It

Click. Tap. Push. Voila! What you wanted is only minutes away, be it a pizza, an Uber, or to enter your home with the heat already on, lights already glowing, and music already playing. From the way you bought your smart device to the way you buy on your smart device, consumerism is all about the one-click fix. Such instant satisfaction has been handed to …

7 Must Read Books on Service

Reading something other than a job description or instruction manual might not automatically seem like a good thing to do before you start a service role. But there are actually quite a few books it’d be worth reading before your next service gig. Enhancing the customer experience, building customer loyalty, and creating customer happiness are all subjects that often pop up when talking about service. …

The Best Way to Provide Service to a Difficult Customer

No matter the industry, every business encounters difficult customers. Maybe they are upset because they’ve been let down by product performance, long wait times, or a customer just has a cranky personality in general. Service crowd members and anyone else who provides service should know how to handle this type of customer and still get the job done well. It may not be the easiest …

10 Things Your Customer Support Team Should Never Say

“Customer service, this is Kelly. Oh my God, I’m so sorry. That is so messed up. Everyone here is so upset; you have no idea. Rest assured, your voice has been heard. OK, I’ll be thinking about you all day.” On the sitcom “The Office,” this is the line that customer service representative Kelly Kapoor says to each and every customer that calls her line …

How to Keep Your Customer Community Engaged

Many people around the world are part of a community. Depending on where you live, your community is a place where you interact with neighbors and other locals who may know you by name or see you as a familiar face. You may be a participating contributor to the community through being involved in actions from community gardening to local politics. For brands, the idea …

How to Create a Customized Experience For Each Customer

If you thought that one-size-fits-all service would suit modern-day customers needs, you would be mistaken. If there’s one thing all businesses want, it’s to stand out from their competitors so customers seek out their services or offerings first. Aside from providing stellar service that goes above and beyond, one of the best ways to differentiate your business from the competitors is to make sure that …

How to Develop Smart Self-Service Options

  “Do It Yourself” wasn’t only a passing trend of the 1990s. People now prefer to D.I.Y. when they have a problem with an item they own or use. Apple Macbook not turning on? Consult a message board. Android phone not working? Pull up the product FAQs online. TV picture fuzzy and hard to watch? Hop onto the manufacturers website and have a live chat …

Why Bad Customers Get Bad Customer Service

Imagine you have an existing relationship with a mobile phone company. You use their pre-paid phone cards whenever you travel. And let’s say on one particular vacation to a foreign country, your phone isn’t receiving any data because you need more credit. You head to the phone company’s brick and mortar shop, and wait in a long line to speak to a customer service rep. …