Your Source for Providing a Better Customer Service and Customer Support Experience

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The customer experience has never been more important than it is in today’s service environment. Customer service is driven by the customer experience and the people inside a company provide that experience – whatever employees experience on the ‘inside’ is similar to what customers will experience ‘on the outside.’ This thought provoking white paper will compel you to ask the following:

• Is my company in alignment?
• Does every employee understand the vision?
• Do our employees love their jobs?

The Cult of the Customer explores concepts, lessons and strategies that will show you how to build a customer service culture that will make your customers and employees ‘amazing.’ Read this white paper to discover powerful customer service and experience concepts that can help increase: Read more »

Shep Hyken believes in magic. In fact, if you’ve ever heard him speak (like at last month’s ParaFest) he even does a few magic tricks himself. (Anyone who was there know how he pulled off the numbers trick?) Shep spends a lot of time with companies helping them build loyal relationships with their customers, and writes a lot about how to create what he calls “moments of magic”.  To Shep, moments of magic are the really great experiences that keep customers coming back for more. Moments of magic are not “just okay” or “satisfactory” experiences. They’re the moments that make customers want to do business with you over your competitors.

Shep talked about ten ways to create moments of magic. (By the way, if you want to hear a classic story about how ‘Frank the cab driver’ delivered his own brand of moments of magic for his passenger Shep, check this out.  http://hyken.com/Movie.html) In the meantime, here are just a few of Shep’s methods for creating moments of magic for customers. While some at first glance may sound basic, they’re not always so easily practiced across a busy customer service call center. Read more »