13 Customer Service Insights From the Pros
17
13 Customer Service Insights from the Pros Contact Us At www.genroe.com [email protected] Australia L32 BT Building, 1 Market St, Sydney T +61 2 9191 4700 © Genroe (Australia) Pty Ltd. All Rights Reserved Net Promoter, Net Promoter Score and NPS are registered trademarks of Bain & Company, Inc., Satmetrix Systems, Inc., and Fred Reichheld
Transcript of 13 Customer Service Insights From the Pros
13 Customer Service Insights from the Pros
Contact Us Atwwwgenroecom
infogenroecomau
AustraliaL32 BT Building 1 Market St Sydney
T +61 2 9191 4700copy Genroe (Australia) Pty Ltd All Rights ReservedNet Promoter Net Promoter Score and NPS are registered trademarks of Bain amp Company Inc Satmetrix Systems Inc and Fred Reichheld
Adam RamshawFounder and Director
Genroe
Customer service is important for every business and I want to make sure that here at Genroe wersquore delivering great service But what is great customer service
Having owned a business for 15 years I already had some of the answers but I wanted to find out what the experts knew so I asked them
I asked people who were either small business experts or customer service experts one simple question to really get to the heart of what they believe is important for customer service
ldquoWhatrsquos your personal number one customer service must dordquo
The responses were great Insightful of course but also inspirational challenging and actionable for businesses of all sizes
Take a look for yourself
NAME Karen Beattie
BIO Karen Beattie Founder and Managing Director
The Growth Faculty | growthfaculty |LinkedIn
CUSTOMER SERVICE TIP Immediacy is key
NAME Kristine Chompff
BIO Kristine Chompff Marketing and Communications Manager The CEO Institute | CEO_Institute | LinkedIn
CUSTOMER SERVICE TIP ldquoKnowing your 20 of customers that give you 80 of your business and providing them with over and above servicerdquo
NAME Sean DSouza
BIO Sean DSouza Founder Psychotactics | seandsouza | LinkedIn
CUSTOMER SERVICE TIP Be personalisedrdquo
I for instance will talk about the fact that were in the future When its July 9 here in NZ while its still July 8 elsewhere Little things matter rdquo
NAME Lisa Ford
BIO Lisa Ford Owner
Lisa Ford | Lisa_A_Ford | LinkedIn
CUSTOMER SERVICE TIP Be reliablerdquo
Do what you say you will do when you say you will do it and do it right the first time
NAME Annette Franz
BIO Annette Gleneicki Customer Experience Optimizer
CX Journey | annettefranz |LinkedIn
CUSTOMER SERVICE TIP Understandknow your customerrdquo
If you dont know who your customer is what hes trying to do what his preferences are etc it will be much more difficult to deliver the service he expects Customers today expect a more-personalized experience that cant happen if you dont know them
NAME Shep Hyken
BIO Shep Hyken Customer Service ExpertThe Customer Focus | Hyken | LinkedIn
CUSTOMER SERVICE TIP Create Confidence
Without confidence you canrsquot expect to have customer loyalty The customerrsquos experience must be consistent and predictable The customer must ldquoownrdquo the experience
NAME Flavio Martins
BIO Flavio Martins Vice President DigiCert Inc | Flavmartins | LinkedIn
CUSTOMER SERVICE TIP Think for the customerrdquo
Truly serving customers means not only giving customers what they ask for but thinking of innovative ways your products or services can be applied to solve the problems customers havent yet realized they have
NAME Brian Moran
BIO Brian Moran Founder Brian Moran amp Associates LLC | BrianMoran | LinkedIn
CUSTOMER SERVICE TIP Deliver
Deliver in a timely manner on all of your promises to your customers If something is wrong fix it
NAME Sian Phillips
BIO Sian Phillips Managing Editor Tweak Your Biz | TweakYourBiz | LinkedIn
CUSTOMER SERVICE TIP ldquoBe as helpful as you can
Be as helpful as you can to your current customers as they are also your advertising channel for new customers
NAME Bill Quiseng
BIO Bill Quiseng Chief Experience Officer Bill Quiseng | billquiseng | LinkedIn
CUSTOMER SERVICE TIP Think RELATIONSHIPS or Go Brokerdquo
Most small businesses sell similar products at about the same price Most businesses also are intent on offering prompt and friendly service So what would differentiate one small business from their immediate competitor or from the big box retailer who could be selling a similar product at a lower price The answer is to deliver a more personalized service by getting to know the customer and responding to the customers specific needs for the product he is thinking about purchasing from you In other words Think INTERACTION not transaction
NAME Ramon Ray
BIO Ramon Ray Small Business Infusionsoft and Technology Evangelist Smallbiztechnology | ramonray | LinkedIn
CUSTOMER SERVICE TIP Proactively resolve customer friction points
NAME Bob Thomspon
BIO Bob Thompson CEO Customer Think | Bob_Thompson | LinkedIn
CUSTOMER SERVICE TIP Be nice
From our research we know that ldquofriendlyrdquo is the word most often associated with excellent customer experiences Yes itrsquos important to be responsive Of course customers want fast service But customers are more likely to remember you if you treat them nicely
NAME Doug White
BIO Doug White Founder Doug and Polly | LetGoToGrow
CUSTOMER SERVICE TIP Matthew 712 ndash Do unto others as you would have them do unto you
Adam RamshawFounder and Director
Genroe
Customer service is important for every business and I want to make sure that here at Genroe wersquore delivering great service But what is great customer service
Having owned a business for 15 years I already had some of the answers but I wanted to find out what the experts knew so I asked them
I asked people who were either small business experts or customer service experts one simple question to really get to the heart of what they believe is important for customer service
ldquoWhatrsquos your personal number one customer service must dordquo
The responses were great Insightful of course but also inspirational challenging and actionable for businesses of all sizes
Take a look for yourself
NAME Karen Beattie
BIO Karen Beattie Founder and Managing Director
The Growth Faculty | growthfaculty |LinkedIn
CUSTOMER SERVICE TIP Immediacy is key
NAME Kristine Chompff
BIO Kristine Chompff Marketing and Communications Manager The CEO Institute | CEO_Institute | LinkedIn
CUSTOMER SERVICE TIP ldquoKnowing your 20 of customers that give you 80 of your business and providing them with over and above servicerdquo
NAME Sean DSouza
BIO Sean DSouza Founder Psychotactics | seandsouza | LinkedIn
CUSTOMER SERVICE TIP Be personalisedrdquo
I for instance will talk about the fact that were in the future When its July 9 here in NZ while its still July 8 elsewhere Little things matter rdquo
NAME Lisa Ford
BIO Lisa Ford Owner
Lisa Ford | Lisa_A_Ford | LinkedIn
CUSTOMER SERVICE TIP Be reliablerdquo
Do what you say you will do when you say you will do it and do it right the first time
NAME Annette Franz
BIO Annette Gleneicki Customer Experience Optimizer
CX Journey | annettefranz |LinkedIn
CUSTOMER SERVICE TIP Understandknow your customerrdquo
If you dont know who your customer is what hes trying to do what his preferences are etc it will be much more difficult to deliver the service he expects Customers today expect a more-personalized experience that cant happen if you dont know them
NAME Shep Hyken
BIO Shep Hyken Customer Service ExpertThe Customer Focus | Hyken | LinkedIn
CUSTOMER SERVICE TIP Create Confidence
Without confidence you canrsquot expect to have customer loyalty The customerrsquos experience must be consistent and predictable The customer must ldquoownrdquo the experience
NAME Flavio Martins
BIO Flavio Martins Vice President DigiCert Inc | Flavmartins | LinkedIn
CUSTOMER SERVICE TIP Think for the customerrdquo
Truly serving customers means not only giving customers what they ask for but thinking of innovative ways your products or services can be applied to solve the problems customers havent yet realized they have
NAME Brian Moran
BIO Brian Moran Founder Brian Moran amp Associates LLC | BrianMoran | LinkedIn
CUSTOMER SERVICE TIP Deliver
Deliver in a timely manner on all of your promises to your customers If something is wrong fix it
NAME Sian Phillips
BIO Sian Phillips Managing Editor Tweak Your Biz | TweakYourBiz | LinkedIn
CUSTOMER SERVICE TIP ldquoBe as helpful as you can
Be as helpful as you can to your current customers as they are also your advertising channel for new customers
NAME Bill Quiseng
BIO Bill Quiseng Chief Experience Officer Bill Quiseng | billquiseng | LinkedIn
CUSTOMER SERVICE TIP Think RELATIONSHIPS or Go Brokerdquo
Most small businesses sell similar products at about the same price Most businesses also are intent on offering prompt and friendly service So what would differentiate one small business from their immediate competitor or from the big box retailer who could be selling a similar product at a lower price The answer is to deliver a more personalized service by getting to know the customer and responding to the customers specific needs for the product he is thinking about purchasing from you In other words Think INTERACTION not transaction
NAME Ramon Ray
BIO Ramon Ray Small Business Infusionsoft and Technology Evangelist Smallbiztechnology | ramonray | LinkedIn
CUSTOMER SERVICE TIP Proactively resolve customer friction points
NAME Bob Thomspon
BIO Bob Thompson CEO Customer Think | Bob_Thompson | LinkedIn
CUSTOMER SERVICE TIP Be nice
From our research we know that ldquofriendlyrdquo is the word most often associated with excellent customer experiences Yes itrsquos important to be responsive Of course customers want fast service But customers are more likely to remember you if you treat them nicely
NAME Doug White
BIO Doug White Founder Doug and Polly | LetGoToGrow
CUSTOMER SERVICE TIP Matthew 712 ndash Do unto others as you would have them do unto you
I asked people who were either small business experts or customer service experts one simple question to really get to the heart of what they believe is important for customer service
ldquoWhatrsquos your personal number one customer service must dordquo
The responses were great Insightful of course but also inspirational challenging and actionable for businesses of all sizes
Take a look for yourself
NAME Karen Beattie
BIO Karen Beattie Founder and Managing Director
The Growth Faculty | growthfaculty |LinkedIn
CUSTOMER SERVICE TIP Immediacy is key
NAME Kristine Chompff
BIO Kristine Chompff Marketing and Communications Manager The CEO Institute | CEO_Institute | LinkedIn
CUSTOMER SERVICE TIP ldquoKnowing your 20 of customers that give you 80 of your business and providing them with over and above servicerdquo
NAME Sean DSouza
BIO Sean DSouza Founder Psychotactics | seandsouza | LinkedIn
CUSTOMER SERVICE TIP Be personalisedrdquo
I for instance will talk about the fact that were in the future When its July 9 here in NZ while its still July 8 elsewhere Little things matter rdquo
NAME Lisa Ford
BIO Lisa Ford Owner
Lisa Ford | Lisa_A_Ford | LinkedIn
CUSTOMER SERVICE TIP Be reliablerdquo
Do what you say you will do when you say you will do it and do it right the first time
NAME Annette Franz
BIO Annette Gleneicki Customer Experience Optimizer
CX Journey | annettefranz |LinkedIn
CUSTOMER SERVICE TIP Understandknow your customerrdquo
If you dont know who your customer is what hes trying to do what his preferences are etc it will be much more difficult to deliver the service he expects Customers today expect a more-personalized experience that cant happen if you dont know them
NAME Shep Hyken
BIO Shep Hyken Customer Service ExpertThe Customer Focus | Hyken | LinkedIn
CUSTOMER SERVICE TIP Create Confidence
Without confidence you canrsquot expect to have customer loyalty The customerrsquos experience must be consistent and predictable The customer must ldquoownrdquo the experience
NAME Flavio Martins
BIO Flavio Martins Vice President DigiCert Inc | Flavmartins | LinkedIn
CUSTOMER SERVICE TIP Think for the customerrdquo
Truly serving customers means not only giving customers what they ask for but thinking of innovative ways your products or services can be applied to solve the problems customers havent yet realized they have
NAME Brian Moran
BIO Brian Moran Founder Brian Moran amp Associates LLC | BrianMoran | LinkedIn
CUSTOMER SERVICE TIP Deliver
Deliver in a timely manner on all of your promises to your customers If something is wrong fix it
NAME Sian Phillips
BIO Sian Phillips Managing Editor Tweak Your Biz | TweakYourBiz | LinkedIn
CUSTOMER SERVICE TIP ldquoBe as helpful as you can
Be as helpful as you can to your current customers as they are also your advertising channel for new customers
NAME Bill Quiseng
BIO Bill Quiseng Chief Experience Officer Bill Quiseng | billquiseng | LinkedIn
CUSTOMER SERVICE TIP Think RELATIONSHIPS or Go Brokerdquo
Most small businesses sell similar products at about the same price Most businesses also are intent on offering prompt and friendly service So what would differentiate one small business from their immediate competitor or from the big box retailer who could be selling a similar product at a lower price The answer is to deliver a more personalized service by getting to know the customer and responding to the customers specific needs for the product he is thinking about purchasing from you In other words Think INTERACTION not transaction
NAME Ramon Ray
BIO Ramon Ray Small Business Infusionsoft and Technology Evangelist Smallbiztechnology | ramonray | LinkedIn
CUSTOMER SERVICE TIP Proactively resolve customer friction points
NAME Bob Thomspon
BIO Bob Thompson CEO Customer Think | Bob_Thompson | LinkedIn
CUSTOMER SERVICE TIP Be nice
From our research we know that ldquofriendlyrdquo is the word most often associated with excellent customer experiences Yes itrsquos important to be responsive Of course customers want fast service But customers are more likely to remember you if you treat them nicely
NAME Doug White
BIO Doug White Founder Doug and Polly | LetGoToGrow
CUSTOMER SERVICE TIP Matthew 712 ndash Do unto others as you would have them do unto you
The responses were great Insightful of course but also inspirational challenging and actionable for businesses of all sizes
Take a look for yourself
NAME Karen Beattie
BIO Karen Beattie Founder and Managing Director
The Growth Faculty | growthfaculty |LinkedIn
CUSTOMER SERVICE TIP Immediacy is key
NAME Kristine Chompff
BIO Kristine Chompff Marketing and Communications Manager The CEO Institute | CEO_Institute | LinkedIn
CUSTOMER SERVICE TIP ldquoKnowing your 20 of customers that give you 80 of your business and providing them with over and above servicerdquo
NAME Sean DSouza
BIO Sean DSouza Founder Psychotactics | seandsouza | LinkedIn
CUSTOMER SERVICE TIP Be personalisedrdquo
I for instance will talk about the fact that were in the future When its July 9 here in NZ while its still July 8 elsewhere Little things matter rdquo
NAME Lisa Ford
BIO Lisa Ford Owner
Lisa Ford | Lisa_A_Ford | LinkedIn
CUSTOMER SERVICE TIP Be reliablerdquo
Do what you say you will do when you say you will do it and do it right the first time
NAME Annette Franz
BIO Annette Gleneicki Customer Experience Optimizer
CX Journey | annettefranz |LinkedIn
CUSTOMER SERVICE TIP Understandknow your customerrdquo
If you dont know who your customer is what hes trying to do what his preferences are etc it will be much more difficult to deliver the service he expects Customers today expect a more-personalized experience that cant happen if you dont know them
NAME Shep Hyken
BIO Shep Hyken Customer Service ExpertThe Customer Focus | Hyken | LinkedIn
CUSTOMER SERVICE TIP Create Confidence
Without confidence you canrsquot expect to have customer loyalty The customerrsquos experience must be consistent and predictable The customer must ldquoownrdquo the experience
NAME Flavio Martins
BIO Flavio Martins Vice President DigiCert Inc | Flavmartins | LinkedIn
CUSTOMER SERVICE TIP Think for the customerrdquo
Truly serving customers means not only giving customers what they ask for but thinking of innovative ways your products or services can be applied to solve the problems customers havent yet realized they have
NAME Brian Moran
BIO Brian Moran Founder Brian Moran amp Associates LLC | BrianMoran | LinkedIn
CUSTOMER SERVICE TIP Deliver
Deliver in a timely manner on all of your promises to your customers If something is wrong fix it
NAME Sian Phillips
BIO Sian Phillips Managing Editor Tweak Your Biz | TweakYourBiz | LinkedIn
CUSTOMER SERVICE TIP ldquoBe as helpful as you can
Be as helpful as you can to your current customers as they are also your advertising channel for new customers
NAME Bill Quiseng
BIO Bill Quiseng Chief Experience Officer Bill Quiseng | billquiseng | LinkedIn
CUSTOMER SERVICE TIP Think RELATIONSHIPS or Go Brokerdquo
Most small businesses sell similar products at about the same price Most businesses also are intent on offering prompt and friendly service So what would differentiate one small business from their immediate competitor or from the big box retailer who could be selling a similar product at a lower price The answer is to deliver a more personalized service by getting to know the customer and responding to the customers specific needs for the product he is thinking about purchasing from you In other words Think INTERACTION not transaction
NAME Ramon Ray
BIO Ramon Ray Small Business Infusionsoft and Technology Evangelist Smallbiztechnology | ramonray | LinkedIn
CUSTOMER SERVICE TIP Proactively resolve customer friction points
NAME Bob Thomspon
BIO Bob Thompson CEO Customer Think | Bob_Thompson | LinkedIn
CUSTOMER SERVICE TIP Be nice
From our research we know that ldquofriendlyrdquo is the word most often associated with excellent customer experiences Yes itrsquos important to be responsive Of course customers want fast service But customers are more likely to remember you if you treat them nicely
NAME Doug White
BIO Doug White Founder Doug and Polly | LetGoToGrow
CUSTOMER SERVICE TIP Matthew 712 ndash Do unto others as you would have them do unto you
NAME Karen Beattie
BIO Karen Beattie Founder and Managing Director
The Growth Faculty | growthfaculty |LinkedIn
CUSTOMER SERVICE TIP Immediacy is key
NAME Kristine Chompff
BIO Kristine Chompff Marketing and Communications Manager The CEO Institute | CEO_Institute | LinkedIn
CUSTOMER SERVICE TIP ldquoKnowing your 20 of customers that give you 80 of your business and providing them with over and above servicerdquo
NAME Sean DSouza
BIO Sean DSouza Founder Psychotactics | seandsouza | LinkedIn
CUSTOMER SERVICE TIP Be personalisedrdquo
I for instance will talk about the fact that were in the future When its July 9 here in NZ while its still July 8 elsewhere Little things matter rdquo
NAME Lisa Ford
BIO Lisa Ford Owner
Lisa Ford | Lisa_A_Ford | LinkedIn
CUSTOMER SERVICE TIP Be reliablerdquo
Do what you say you will do when you say you will do it and do it right the first time
NAME Annette Franz
BIO Annette Gleneicki Customer Experience Optimizer
CX Journey | annettefranz |LinkedIn
CUSTOMER SERVICE TIP Understandknow your customerrdquo
If you dont know who your customer is what hes trying to do what his preferences are etc it will be much more difficult to deliver the service he expects Customers today expect a more-personalized experience that cant happen if you dont know them
NAME Shep Hyken
BIO Shep Hyken Customer Service ExpertThe Customer Focus | Hyken | LinkedIn
CUSTOMER SERVICE TIP Create Confidence
Without confidence you canrsquot expect to have customer loyalty The customerrsquos experience must be consistent and predictable The customer must ldquoownrdquo the experience
NAME Flavio Martins
BIO Flavio Martins Vice President DigiCert Inc | Flavmartins | LinkedIn
CUSTOMER SERVICE TIP Think for the customerrdquo
Truly serving customers means not only giving customers what they ask for but thinking of innovative ways your products or services can be applied to solve the problems customers havent yet realized they have
NAME Brian Moran
BIO Brian Moran Founder Brian Moran amp Associates LLC | BrianMoran | LinkedIn
CUSTOMER SERVICE TIP Deliver
Deliver in a timely manner on all of your promises to your customers If something is wrong fix it
NAME Sian Phillips
BIO Sian Phillips Managing Editor Tweak Your Biz | TweakYourBiz | LinkedIn
CUSTOMER SERVICE TIP ldquoBe as helpful as you can
Be as helpful as you can to your current customers as they are also your advertising channel for new customers
NAME Bill Quiseng
BIO Bill Quiseng Chief Experience Officer Bill Quiseng | billquiseng | LinkedIn
CUSTOMER SERVICE TIP Think RELATIONSHIPS or Go Brokerdquo
Most small businesses sell similar products at about the same price Most businesses also are intent on offering prompt and friendly service So what would differentiate one small business from their immediate competitor or from the big box retailer who could be selling a similar product at a lower price The answer is to deliver a more personalized service by getting to know the customer and responding to the customers specific needs for the product he is thinking about purchasing from you In other words Think INTERACTION not transaction
NAME Ramon Ray
BIO Ramon Ray Small Business Infusionsoft and Technology Evangelist Smallbiztechnology | ramonray | LinkedIn
CUSTOMER SERVICE TIP Proactively resolve customer friction points
NAME Bob Thomspon
BIO Bob Thompson CEO Customer Think | Bob_Thompson | LinkedIn
CUSTOMER SERVICE TIP Be nice
From our research we know that ldquofriendlyrdquo is the word most often associated with excellent customer experiences Yes itrsquos important to be responsive Of course customers want fast service But customers are more likely to remember you if you treat them nicely
NAME Doug White
BIO Doug White Founder Doug and Polly | LetGoToGrow
CUSTOMER SERVICE TIP Matthew 712 ndash Do unto others as you would have them do unto you
NAME Kristine Chompff
BIO Kristine Chompff Marketing and Communications Manager The CEO Institute | CEO_Institute | LinkedIn
CUSTOMER SERVICE TIP ldquoKnowing your 20 of customers that give you 80 of your business and providing them with over and above servicerdquo
NAME Sean DSouza
BIO Sean DSouza Founder Psychotactics | seandsouza | LinkedIn
CUSTOMER SERVICE TIP Be personalisedrdquo
I for instance will talk about the fact that were in the future When its July 9 here in NZ while its still July 8 elsewhere Little things matter rdquo
NAME Lisa Ford
BIO Lisa Ford Owner
Lisa Ford | Lisa_A_Ford | LinkedIn
CUSTOMER SERVICE TIP Be reliablerdquo
Do what you say you will do when you say you will do it and do it right the first time
NAME Annette Franz
BIO Annette Gleneicki Customer Experience Optimizer
CX Journey | annettefranz |LinkedIn
CUSTOMER SERVICE TIP Understandknow your customerrdquo
If you dont know who your customer is what hes trying to do what his preferences are etc it will be much more difficult to deliver the service he expects Customers today expect a more-personalized experience that cant happen if you dont know them
NAME Shep Hyken
BIO Shep Hyken Customer Service ExpertThe Customer Focus | Hyken | LinkedIn
CUSTOMER SERVICE TIP Create Confidence
Without confidence you canrsquot expect to have customer loyalty The customerrsquos experience must be consistent and predictable The customer must ldquoownrdquo the experience
NAME Flavio Martins
BIO Flavio Martins Vice President DigiCert Inc | Flavmartins | LinkedIn
CUSTOMER SERVICE TIP Think for the customerrdquo
Truly serving customers means not only giving customers what they ask for but thinking of innovative ways your products or services can be applied to solve the problems customers havent yet realized they have
NAME Brian Moran
BIO Brian Moran Founder Brian Moran amp Associates LLC | BrianMoran | LinkedIn
CUSTOMER SERVICE TIP Deliver
Deliver in a timely manner on all of your promises to your customers If something is wrong fix it
NAME Sian Phillips
BIO Sian Phillips Managing Editor Tweak Your Biz | TweakYourBiz | LinkedIn
CUSTOMER SERVICE TIP ldquoBe as helpful as you can
Be as helpful as you can to your current customers as they are also your advertising channel for new customers
NAME Bill Quiseng
BIO Bill Quiseng Chief Experience Officer Bill Quiseng | billquiseng | LinkedIn
CUSTOMER SERVICE TIP Think RELATIONSHIPS or Go Brokerdquo
Most small businesses sell similar products at about the same price Most businesses also are intent on offering prompt and friendly service So what would differentiate one small business from their immediate competitor or from the big box retailer who could be selling a similar product at a lower price The answer is to deliver a more personalized service by getting to know the customer and responding to the customers specific needs for the product he is thinking about purchasing from you In other words Think INTERACTION not transaction
NAME Ramon Ray
BIO Ramon Ray Small Business Infusionsoft and Technology Evangelist Smallbiztechnology | ramonray | LinkedIn
CUSTOMER SERVICE TIP Proactively resolve customer friction points
NAME Bob Thomspon
BIO Bob Thompson CEO Customer Think | Bob_Thompson | LinkedIn
CUSTOMER SERVICE TIP Be nice
From our research we know that ldquofriendlyrdquo is the word most often associated with excellent customer experiences Yes itrsquos important to be responsive Of course customers want fast service But customers are more likely to remember you if you treat them nicely
NAME Doug White
BIO Doug White Founder Doug and Polly | LetGoToGrow
CUSTOMER SERVICE TIP Matthew 712 ndash Do unto others as you would have them do unto you
NAME Sean DSouza
BIO Sean DSouza Founder Psychotactics | seandsouza | LinkedIn
CUSTOMER SERVICE TIP Be personalisedrdquo
I for instance will talk about the fact that were in the future When its July 9 here in NZ while its still July 8 elsewhere Little things matter rdquo
NAME Lisa Ford
BIO Lisa Ford Owner
Lisa Ford | Lisa_A_Ford | LinkedIn
CUSTOMER SERVICE TIP Be reliablerdquo
Do what you say you will do when you say you will do it and do it right the first time
NAME Annette Franz
BIO Annette Gleneicki Customer Experience Optimizer
CX Journey | annettefranz |LinkedIn
CUSTOMER SERVICE TIP Understandknow your customerrdquo
If you dont know who your customer is what hes trying to do what his preferences are etc it will be much more difficult to deliver the service he expects Customers today expect a more-personalized experience that cant happen if you dont know them
NAME Shep Hyken
BIO Shep Hyken Customer Service ExpertThe Customer Focus | Hyken | LinkedIn
CUSTOMER SERVICE TIP Create Confidence
Without confidence you canrsquot expect to have customer loyalty The customerrsquos experience must be consistent and predictable The customer must ldquoownrdquo the experience
NAME Flavio Martins
BIO Flavio Martins Vice President DigiCert Inc | Flavmartins | LinkedIn
CUSTOMER SERVICE TIP Think for the customerrdquo
Truly serving customers means not only giving customers what they ask for but thinking of innovative ways your products or services can be applied to solve the problems customers havent yet realized they have
NAME Brian Moran
BIO Brian Moran Founder Brian Moran amp Associates LLC | BrianMoran | LinkedIn
CUSTOMER SERVICE TIP Deliver
Deliver in a timely manner on all of your promises to your customers If something is wrong fix it
NAME Sian Phillips
BIO Sian Phillips Managing Editor Tweak Your Biz | TweakYourBiz | LinkedIn
CUSTOMER SERVICE TIP ldquoBe as helpful as you can
Be as helpful as you can to your current customers as they are also your advertising channel for new customers
NAME Bill Quiseng
BIO Bill Quiseng Chief Experience Officer Bill Quiseng | billquiseng | LinkedIn
CUSTOMER SERVICE TIP Think RELATIONSHIPS or Go Brokerdquo
Most small businesses sell similar products at about the same price Most businesses also are intent on offering prompt and friendly service So what would differentiate one small business from their immediate competitor or from the big box retailer who could be selling a similar product at a lower price The answer is to deliver a more personalized service by getting to know the customer and responding to the customers specific needs for the product he is thinking about purchasing from you In other words Think INTERACTION not transaction
NAME Ramon Ray
BIO Ramon Ray Small Business Infusionsoft and Technology Evangelist Smallbiztechnology | ramonray | LinkedIn
CUSTOMER SERVICE TIP Proactively resolve customer friction points
NAME Bob Thomspon
BIO Bob Thompson CEO Customer Think | Bob_Thompson | LinkedIn
CUSTOMER SERVICE TIP Be nice
From our research we know that ldquofriendlyrdquo is the word most often associated with excellent customer experiences Yes itrsquos important to be responsive Of course customers want fast service But customers are more likely to remember you if you treat them nicely
NAME Doug White
BIO Doug White Founder Doug and Polly | LetGoToGrow
CUSTOMER SERVICE TIP Matthew 712 ndash Do unto others as you would have them do unto you
NAME Lisa Ford
BIO Lisa Ford Owner
Lisa Ford | Lisa_A_Ford | LinkedIn
CUSTOMER SERVICE TIP Be reliablerdquo
Do what you say you will do when you say you will do it and do it right the first time
NAME Annette Franz
BIO Annette Gleneicki Customer Experience Optimizer
CX Journey | annettefranz |LinkedIn
CUSTOMER SERVICE TIP Understandknow your customerrdquo
If you dont know who your customer is what hes trying to do what his preferences are etc it will be much more difficult to deliver the service he expects Customers today expect a more-personalized experience that cant happen if you dont know them
NAME Shep Hyken
BIO Shep Hyken Customer Service ExpertThe Customer Focus | Hyken | LinkedIn
CUSTOMER SERVICE TIP Create Confidence
Without confidence you canrsquot expect to have customer loyalty The customerrsquos experience must be consistent and predictable The customer must ldquoownrdquo the experience
NAME Flavio Martins
BIO Flavio Martins Vice President DigiCert Inc | Flavmartins | LinkedIn
CUSTOMER SERVICE TIP Think for the customerrdquo
Truly serving customers means not only giving customers what they ask for but thinking of innovative ways your products or services can be applied to solve the problems customers havent yet realized they have
NAME Brian Moran
BIO Brian Moran Founder Brian Moran amp Associates LLC | BrianMoran | LinkedIn
CUSTOMER SERVICE TIP Deliver
Deliver in a timely manner on all of your promises to your customers If something is wrong fix it
NAME Sian Phillips
BIO Sian Phillips Managing Editor Tweak Your Biz | TweakYourBiz | LinkedIn
CUSTOMER SERVICE TIP ldquoBe as helpful as you can
Be as helpful as you can to your current customers as they are also your advertising channel for new customers
NAME Bill Quiseng
BIO Bill Quiseng Chief Experience Officer Bill Quiseng | billquiseng | LinkedIn
CUSTOMER SERVICE TIP Think RELATIONSHIPS or Go Brokerdquo
Most small businesses sell similar products at about the same price Most businesses also are intent on offering prompt and friendly service So what would differentiate one small business from their immediate competitor or from the big box retailer who could be selling a similar product at a lower price The answer is to deliver a more personalized service by getting to know the customer and responding to the customers specific needs for the product he is thinking about purchasing from you In other words Think INTERACTION not transaction
NAME Ramon Ray
BIO Ramon Ray Small Business Infusionsoft and Technology Evangelist Smallbiztechnology | ramonray | LinkedIn
CUSTOMER SERVICE TIP Proactively resolve customer friction points
NAME Bob Thomspon
BIO Bob Thompson CEO Customer Think | Bob_Thompson | LinkedIn
CUSTOMER SERVICE TIP Be nice
From our research we know that ldquofriendlyrdquo is the word most often associated with excellent customer experiences Yes itrsquos important to be responsive Of course customers want fast service But customers are more likely to remember you if you treat them nicely
NAME Doug White
BIO Doug White Founder Doug and Polly | LetGoToGrow
CUSTOMER SERVICE TIP Matthew 712 ndash Do unto others as you would have them do unto you
NAME Annette Franz
BIO Annette Gleneicki Customer Experience Optimizer
CX Journey | annettefranz |LinkedIn
CUSTOMER SERVICE TIP Understandknow your customerrdquo
If you dont know who your customer is what hes trying to do what his preferences are etc it will be much more difficult to deliver the service he expects Customers today expect a more-personalized experience that cant happen if you dont know them
NAME Shep Hyken
BIO Shep Hyken Customer Service ExpertThe Customer Focus | Hyken | LinkedIn
CUSTOMER SERVICE TIP Create Confidence
Without confidence you canrsquot expect to have customer loyalty The customerrsquos experience must be consistent and predictable The customer must ldquoownrdquo the experience
NAME Flavio Martins
BIO Flavio Martins Vice President DigiCert Inc | Flavmartins | LinkedIn
CUSTOMER SERVICE TIP Think for the customerrdquo
Truly serving customers means not only giving customers what they ask for but thinking of innovative ways your products or services can be applied to solve the problems customers havent yet realized they have
NAME Brian Moran
BIO Brian Moran Founder Brian Moran amp Associates LLC | BrianMoran | LinkedIn
CUSTOMER SERVICE TIP Deliver
Deliver in a timely manner on all of your promises to your customers If something is wrong fix it
NAME Sian Phillips
BIO Sian Phillips Managing Editor Tweak Your Biz | TweakYourBiz | LinkedIn
CUSTOMER SERVICE TIP ldquoBe as helpful as you can
Be as helpful as you can to your current customers as they are also your advertising channel for new customers
NAME Bill Quiseng
BIO Bill Quiseng Chief Experience Officer Bill Quiseng | billquiseng | LinkedIn
CUSTOMER SERVICE TIP Think RELATIONSHIPS or Go Brokerdquo
Most small businesses sell similar products at about the same price Most businesses also are intent on offering prompt and friendly service So what would differentiate one small business from their immediate competitor or from the big box retailer who could be selling a similar product at a lower price The answer is to deliver a more personalized service by getting to know the customer and responding to the customers specific needs for the product he is thinking about purchasing from you In other words Think INTERACTION not transaction
NAME Ramon Ray
BIO Ramon Ray Small Business Infusionsoft and Technology Evangelist Smallbiztechnology | ramonray | LinkedIn
CUSTOMER SERVICE TIP Proactively resolve customer friction points
NAME Bob Thomspon
BIO Bob Thompson CEO Customer Think | Bob_Thompson | LinkedIn
CUSTOMER SERVICE TIP Be nice
From our research we know that ldquofriendlyrdquo is the word most often associated with excellent customer experiences Yes itrsquos important to be responsive Of course customers want fast service But customers are more likely to remember you if you treat them nicely
NAME Doug White
BIO Doug White Founder Doug and Polly | LetGoToGrow
CUSTOMER SERVICE TIP Matthew 712 ndash Do unto others as you would have them do unto you
NAME Shep Hyken
BIO Shep Hyken Customer Service ExpertThe Customer Focus | Hyken | LinkedIn
CUSTOMER SERVICE TIP Create Confidence
Without confidence you canrsquot expect to have customer loyalty The customerrsquos experience must be consistent and predictable The customer must ldquoownrdquo the experience
NAME Flavio Martins
BIO Flavio Martins Vice President DigiCert Inc | Flavmartins | LinkedIn
CUSTOMER SERVICE TIP Think for the customerrdquo
Truly serving customers means not only giving customers what they ask for but thinking of innovative ways your products or services can be applied to solve the problems customers havent yet realized they have
NAME Brian Moran
BIO Brian Moran Founder Brian Moran amp Associates LLC | BrianMoran | LinkedIn
CUSTOMER SERVICE TIP Deliver
Deliver in a timely manner on all of your promises to your customers If something is wrong fix it
NAME Sian Phillips
BIO Sian Phillips Managing Editor Tweak Your Biz | TweakYourBiz | LinkedIn
CUSTOMER SERVICE TIP ldquoBe as helpful as you can
Be as helpful as you can to your current customers as they are also your advertising channel for new customers
NAME Bill Quiseng
BIO Bill Quiseng Chief Experience Officer Bill Quiseng | billquiseng | LinkedIn
CUSTOMER SERVICE TIP Think RELATIONSHIPS or Go Brokerdquo
Most small businesses sell similar products at about the same price Most businesses also are intent on offering prompt and friendly service So what would differentiate one small business from their immediate competitor or from the big box retailer who could be selling a similar product at a lower price The answer is to deliver a more personalized service by getting to know the customer and responding to the customers specific needs for the product he is thinking about purchasing from you In other words Think INTERACTION not transaction
NAME Ramon Ray
BIO Ramon Ray Small Business Infusionsoft and Technology Evangelist Smallbiztechnology | ramonray | LinkedIn
CUSTOMER SERVICE TIP Proactively resolve customer friction points
NAME Bob Thomspon
BIO Bob Thompson CEO Customer Think | Bob_Thompson | LinkedIn
CUSTOMER SERVICE TIP Be nice
From our research we know that ldquofriendlyrdquo is the word most often associated with excellent customer experiences Yes itrsquos important to be responsive Of course customers want fast service But customers are more likely to remember you if you treat them nicely
NAME Doug White
BIO Doug White Founder Doug and Polly | LetGoToGrow
CUSTOMER SERVICE TIP Matthew 712 ndash Do unto others as you would have them do unto you
NAME Flavio Martins
BIO Flavio Martins Vice President DigiCert Inc | Flavmartins | LinkedIn
CUSTOMER SERVICE TIP Think for the customerrdquo
Truly serving customers means not only giving customers what they ask for but thinking of innovative ways your products or services can be applied to solve the problems customers havent yet realized they have
NAME Brian Moran
BIO Brian Moran Founder Brian Moran amp Associates LLC | BrianMoran | LinkedIn
CUSTOMER SERVICE TIP Deliver
Deliver in a timely manner on all of your promises to your customers If something is wrong fix it
NAME Sian Phillips
BIO Sian Phillips Managing Editor Tweak Your Biz | TweakYourBiz | LinkedIn
CUSTOMER SERVICE TIP ldquoBe as helpful as you can
Be as helpful as you can to your current customers as they are also your advertising channel for new customers
NAME Bill Quiseng
BIO Bill Quiseng Chief Experience Officer Bill Quiseng | billquiseng | LinkedIn
CUSTOMER SERVICE TIP Think RELATIONSHIPS or Go Brokerdquo
Most small businesses sell similar products at about the same price Most businesses also are intent on offering prompt and friendly service So what would differentiate one small business from their immediate competitor or from the big box retailer who could be selling a similar product at a lower price The answer is to deliver a more personalized service by getting to know the customer and responding to the customers specific needs for the product he is thinking about purchasing from you In other words Think INTERACTION not transaction
NAME Ramon Ray
BIO Ramon Ray Small Business Infusionsoft and Technology Evangelist Smallbiztechnology | ramonray | LinkedIn
CUSTOMER SERVICE TIP Proactively resolve customer friction points
NAME Bob Thomspon
BIO Bob Thompson CEO Customer Think | Bob_Thompson | LinkedIn
CUSTOMER SERVICE TIP Be nice
From our research we know that ldquofriendlyrdquo is the word most often associated with excellent customer experiences Yes itrsquos important to be responsive Of course customers want fast service But customers are more likely to remember you if you treat them nicely
NAME Doug White
BIO Doug White Founder Doug and Polly | LetGoToGrow
CUSTOMER SERVICE TIP Matthew 712 ndash Do unto others as you would have them do unto you
NAME Brian Moran
BIO Brian Moran Founder Brian Moran amp Associates LLC | BrianMoran | LinkedIn
CUSTOMER SERVICE TIP Deliver
Deliver in a timely manner on all of your promises to your customers If something is wrong fix it
NAME Sian Phillips
BIO Sian Phillips Managing Editor Tweak Your Biz | TweakYourBiz | LinkedIn
CUSTOMER SERVICE TIP ldquoBe as helpful as you can
Be as helpful as you can to your current customers as they are also your advertising channel for new customers
NAME Bill Quiseng
BIO Bill Quiseng Chief Experience Officer Bill Quiseng | billquiseng | LinkedIn
CUSTOMER SERVICE TIP Think RELATIONSHIPS or Go Brokerdquo
Most small businesses sell similar products at about the same price Most businesses also are intent on offering prompt and friendly service So what would differentiate one small business from their immediate competitor or from the big box retailer who could be selling a similar product at a lower price The answer is to deliver a more personalized service by getting to know the customer and responding to the customers specific needs for the product he is thinking about purchasing from you In other words Think INTERACTION not transaction
NAME Ramon Ray
BIO Ramon Ray Small Business Infusionsoft and Technology Evangelist Smallbiztechnology | ramonray | LinkedIn
CUSTOMER SERVICE TIP Proactively resolve customer friction points
NAME Bob Thomspon
BIO Bob Thompson CEO Customer Think | Bob_Thompson | LinkedIn
CUSTOMER SERVICE TIP Be nice
From our research we know that ldquofriendlyrdquo is the word most often associated with excellent customer experiences Yes itrsquos important to be responsive Of course customers want fast service But customers are more likely to remember you if you treat them nicely
NAME Doug White
BIO Doug White Founder Doug and Polly | LetGoToGrow
CUSTOMER SERVICE TIP Matthew 712 ndash Do unto others as you would have them do unto you
NAME Sian Phillips
BIO Sian Phillips Managing Editor Tweak Your Biz | TweakYourBiz | LinkedIn
CUSTOMER SERVICE TIP ldquoBe as helpful as you can
Be as helpful as you can to your current customers as they are also your advertising channel for new customers
NAME Bill Quiseng
BIO Bill Quiseng Chief Experience Officer Bill Quiseng | billquiseng | LinkedIn
CUSTOMER SERVICE TIP Think RELATIONSHIPS or Go Brokerdquo
Most small businesses sell similar products at about the same price Most businesses also are intent on offering prompt and friendly service So what would differentiate one small business from their immediate competitor or from the big box retailer who could be selling a similar product at a lower price The answer is to deliver a more personalized service by getting to know the customer and responding to the customers specific needs for the product he is thinking about purchasing from you In other words Think INTERACTION not transaction
NAME Ramon Ray
BIO Ramon Ray Small Business Infusionsoft and Technology Evangelist Smallbiztechnology | ramonray | LinkedIn
CUSTOMER SERVICE TIP Proactively resolve customer friction points
NAME Bob Thomspon
BIO Bob Thompson CEO Customer Think | Bob_Thompson | LinkedIn
CUSTOMER SERVICE TIP Be nice
From our research we know that ldquofriendlyrdquo is the word most often associated with excellent customer experiences Yes itrsquos important to be responsive Of course customers want fast service But customers are more likely to remember you if you treat them nicely
NAME Doug White
BIO Doug White Founder Doug and Polly | LetGoToGrow
CUSTOMER SERVICE TIP Matthew 712 ndash Do unto others as you would have them do unto you
NAME Bill Quiseng
BIO Bill Quiseng Chief Experience Officer Bill Quiseng | billquiseng | LinkedIn
CUSTOMER SERVICE TIP Think RELATIONSHIPS or Go Brokerdquo
Most small businesses sell similar products at about the same price Most businesses also are intent on offering prompt and friendly service So what would differentiate one small business from their immediate competitor or from the big box retailer who could be selling a similar product at a lower price The answer is to deliver a more personalized service by getting to know the customer and responding to the customers specific needs for the product he is thinking about purchasing from you In other words Think INTERACTION not transaction
NAME Ramon Ray
BIO Ramon Ray Small Business Infusionsoft and Technology Evangelist Smallbiztechnology | ramonray | LinkedIn
CUSTOMER SERVICE TIP Proactively resolve customer friction points
NAME Bob Thomspon
BIO Bob Thompson CEO Customer Think | Bob_Thompson | LinkedIn
CUSTOMER SERVICE TIP Be nice
From our research we know that ldquofriendlyrdquo is the word most often associated with excellent customer experiences Yes itrsquos important to be responsive Of course customers want fast service But customers are more likely to remember you if you treat them nicely
NAME Doug White
BIO Doug White Founder Doug and Polly | LetGoToGrow
CUSTOMER SERVICE TIP Matthew 712 ndash Do unto others as you would have them do unto you
NAME Ramon Ray
BIO Ramon Ray Small Business Infusionsoft and Technology Evangelist Smallbiztechnology | ramonray | LinkedIn
CUSTOMER SERVICE TIP Proactively resolve customer friction points
NAME Bob Thomspon
BIO Bob Thompson CEO Customer Think | Bob_Thompson | LinkedIn
CUSTOMER SERVICE TIP Be nice
From our research we know that ldquofriendlyrdquo is the word most often associated with excellent customer experiences Yes itrsquos important to be responsive Of course customers want fast service But customers are more likely to remember you if you treat them nicely
NAME Doug White
BIO Doug White Founder Doug and Polly | LetGoToGrow
CUSTOMER SERVICE TIP Matthew 712 ndash Do unto others as you would have them do unto you
NAME Bob Thomspon
BIO Bob Thompson CEO Customer Think | Bob_Thompson | LinkedIn
CUSTOMER SERVICE TIP Be nice
From our research we know that ldquofriendlyrdquo is the word most often associated with excellent customer experiences Yes itrsquos important to be responsive Of course customers want fast service But customers are more likely to remember you if you treat them nicely
NAME Doug White
BIO Doug White Founder Doug and Polly | LetGoToGrow
CUSTOMER SERVICE TIP Matthew 712 ndash Do unto others as you would have them do unto you
NAME Doug White
BIO Doug White Founder Doug and Polly | LetGoToGrow
CUSTOMER SERVICE TIP Matthew 712 ndash Do unto others as you would have them do unto you
