Customer Service

Small business and customer service experts answer the question: “What’s your personal, number one, customer service must do?”

One August morning in 2015, HSBC workers arrived on a seemingly normal Friday; but normal it was not. Soon the phones started ringing:  “None of

Designing your business so that all of your customers are always 100% satisfied is a nice idea but not realistic. So at some point you

We’ve all heard the stories of famously customer focused organisations where staff have gone wildly above and beyond customer expectations to create raving fans. At

We all hear about the bad customer service experiences that our friends have had but for once I wanted to relate a good story and

If you have a social media bone in your body you will know about the hack over at Buffer. You may also have seen or experienced

When things went pear-shaped over at MozLand, they did so in a big way. The result was lots of unhappy customers, but their response is

It’s not surprising that using a customer’s name during a transaction is good. But what may surprise you is that it’s worth 9% points of

In a world where customers control the relationship, if you want to continue to have a relationship, you need to provide something of value to

One of the reasons that I like the Transactional Net Promoter Score® approach is that it allows for proactive service recovery. Transactional NPS® focuses on each

It is clear that leading brands are using Twitter and other social media channels to deliver reactive service to their customers. Probably the best known

Delivering good customer service has gone from a “nice to have” to a “core deliverable” in the past 10 years.  Making sure that your organisation