Call Center Pros

AUGUST 27, 2018

There is no better and faster path to create exceptional customer service than by learning from those who have done it successfully before. If you want your business to grow and excel in customer service, this post is for you! 10 Best Customer Service Books. Here are Jeffrey Gitomer’s 3.5

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Books 2018 Customer Service Call Center 40

Customer Enthusiast

NOVEMBER 12, 2014

Covey’s perennial book, The 7 Habits of Highly Effective People was published. Over the past decade or so, when I’m asked for business book recommendations and suggest this title, I detect disappointment and a casual dismissal of the book. If it’s the latter, then that book is indeed Covey’s 7 Habits.

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Books Customer Service Exceptional Customer Service Hotels 79

CSM Magazine

OCTOBER 19, 2023

The ability to change plans, sometimes at the last minute, has become a crucial factor in booking decisions. Ease of booking, from user-friendly interfaces to quick response times, are an essential requirement of modern traveller needs. The financial implications of exceptional customer service are not to be underestimated.

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Travel Transportation Customer Experience Exceptional Customer Service 52

ShepHyken

OCTOBER 25, 2016

They share stories about some exceptional customer service experiences and how to create loyal fans. Peter shares tips from his bestselling book on customer service, Zombie Loyalists: Using Great Service to Create Rabid Fans.

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Exceptional Customer Service Books Loyalty Customer Service 122

Zonka Feedback

APRIL 24, 2023

Or booked a cab via Uber and had to rate your last ride before you could book another? They continuously focus on enhancing Customer Satisfaction and providing exceptional customer service, and that has its rewards. Remember the last time you purchased on Amazon.com? Got a feedback form after?

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Customer Satisfaction Exceptional Customer Service Books Feedback 52

Bill Quiseng

MAY 18, 2022

And satisfied customers will leave once they find something better or less expensive. So don’t serve to sell to customers. And don’t serve to satisfy customers. In his book, The Revelation Conversation, Steve Curtin will tell you. And the purpose of your employees is to serve to delight your customers.

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Exceptional Customer Service Customer Service Training Books Customer Service 88

ShepHyken

OCTOBER 30, 2023

” About: Paul Rutter is a seasoned professional in the cruise industry who understands the unique challenges and dynamics of living and working with customers 24/7. The Business of Staying in Business and his latest book, You Can’t Make This Ship Up: Business Strategies, Life Lessons, and True Stories from Forty Years at Sea.

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Hospitality Exceptional Customer Service Hotels Travel 74

ShepHyken

OCTOBER 30, 2023

” About: Paul Rutter is a seasoned professional in the cruise industry who understands the unique challenges and dynamics of living and working with customers 24/7. The Business of Staying in Business and his latest book, You Can’t Make This Ship Up: Business Strategies, Life Lessons, and True Stories from Forty Years at Sea.

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Hospitality Exceptional Customer Service Hotels Travel 67

ShepHyken

OCTOBER 1, 2023

And then there’s the second sentence: “According to a Harvard Business Review article, employee experience is the key driver of customer experience …” Then, don’t miss the fifth tip on how technology can waste a massive amount of your employees’ time. What an honor. Thank you, Chalmers Brown, for including me.

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Article Customer Service 2024 2023 64

SurveySparrow

JUNE 20, 2023

But what precisely is customer service experience, and why does it matter? In this blog, let us take a look at what the customer service experience is, ways to create an exceptional customer service experience with top-notch examples. What is Customer Service Experience?

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Customer Service Exceptional Customer Service E Commerce Airlines 52

Innovative CX

JANUARY 23, 2023

How customer service can help build relationships one customer at a time. Before the end of the year, I was looking through my library of past business books and came across an “oldie but goodie”, The One to One Future Building Relationships One Customer at a Time by Peppers and Rogers. I think there are many!

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B2C Books B2B Exceptional Customer Service 52

ShepHyken

JULY 2, 2019

Painting Outside the Lines of Customer Service. They discuss his new book, Punk CX , and talk about how to apply punk sensibility to the customer service world. There is a lack of real meaning in customer service and experience these days. His latest book is entitled Punk CX.

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Metrics Exceptional Customer Service Books Measurement 109

ShepHyken

JANUARY 22, 2019

They discuss Mark’s new book, which outlines how to achieve success by breaking down silos, creating a vision of success, and emphasizing behaviors over outcomes. In Shep’s Opening Monologue… He addresses the age-old assertion that “the customer is always right” and argues that “the customer is NOT always right.

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Roadmap Exceptional Customer Service Books Culture 91

Service Untitled

MAY 26, 2010

Service Untitled The blog about customer service and the customer service experience. Home About Service Untitled Subscribe for Free Consulting Contact Archives Exceptional Customer Service Starts at the Top – Are You Setting a Positive Standard?

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Exceptional Customer Service Blog Customer Service 2010 40

Customer Enthusiast

SEPTEMBER 14, 2018

For many years, I’ve gone on record saying that the reason you and I, as customers, consistently receive predictably poor customer service is because exceptional customer service is voluntary; employees don’t have to deliver it, and most don’t. This includes both coworkers and customers.

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SurveySensum

NOVEMBER 3, 2023

64% of business leaders say that customer service has a positive impact on their company’s growth, and 60% say it improves customer retention. – Zendesk This emphasizes the importance of delivering exceptional customer service to drive growth, increase revenue, and more.

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2024 Customer Service E Commerce E-support 52

Customer Enthusiast

AUGUST 10, 2015

Whenever I go on record saying, “Most employees don’t choose to deliver poor customer service; they just don’t choose to deliver exceptional customer service” (or something similar), there are always pundits who emerge from the dark recesses of the Internet to lay the blame on management for employee indifference toward customers.

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Poor Customer Service Exceptional Customer Service Culture Books 109

Magellan Solutions

SEPTEMBER 29, 2023

Exceptional customer service increases repeat purchases by 93%. It helps keep loyal customers, boost lifetime value, and generate referrals. This is why your inbound support services are a growth pot you want to pay attention to. You might be asking why inbound support services of all other business growth factors.

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Customer Satisfaction Loyalty Reference Exceptional Customer Service 52

Customer Enthusiast

SEPTEMBER 4, 2018

Both USAA and Southwest Airlines recognize that exceptional customer service doesn’t happen by chance – it happens by choice. Order Delight Your Customers: 7 Simple Ways to Raise Your Customer Service from Ordinary to Extraordinary by Steve Curtin or purchase from select retailers, including Barnes & Noble.

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Airlines Insurance Telecommunications Government 78

Call Experts

JULY 27, 2023

By leveraging the expertise of skilled customer service agents, businesses can elevate their customer service standards to new heights. When it comes to delivering exceptional customer service, businesses face numerous challenges. And high expectations from their customers.

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Call Center Customer Service E Commerce E-support 52

CSM Magazine

JANUARY 24, 2022

If you want to provide your clients with exceptional experience, make sure to always smile. Exceptional customer service starts from the moment your clients steps into your salon. Offering exceptional salon customer service will make your business bloom. Always Remind Them About Appointments.

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Customer Service Loyalty Programs Books Reference 52

Customer Enthusiast

FEBRUARY 9, 2015

For many years, I’ve gone on record saying that the reason you and I, as customers, consistently receive predictably poor customer service is because exceptional customer service is voluntary; employees don’t have to deliver it, and most don’t. This includes both coworkers and customers.

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Exceptional Customer Service Leadership Poor Customer Service Customer Service 106

Alida

FEBRUARY 1, 2017

And when it comes to a frictionless experience, the demand for better customer support is particularly high. Seventy-four percent of consumers say they look for brands that have exceptional customer service. Download the e- book How to Keep Your Customers From Cheating on You for more expert tips on customer loyalty.

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E-support Competitive Advantage Touchpoint Loyalty 159

ShepHyken

FEBRUARY 23, 2018

Whatever we present to the world as a core value, we must honor and exemplify, across the board with no exceptions, and when we fall short, acknowledge that immediately. Otherwise, we lack integrity, employees lose interest, and customer service suffers. Exceptional customer service isn’t rocket science.

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Customer Satisfaction Blog Exceptional Customer Service Employee Experience 92

CSM Magazine

JUNE 20, 2023

Every successful business knows that providing quality customer service is essential in getting customers to keep coming back. Keep reading for helpful tips and advice on how to use exceptional customer service as part of an effective digital marketing strategy!

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ROI Customer Service Marketing Social Media 52

Michel Falcon Experience

NOVEMBER 17, 2014

which originated from Peter Scholtes book “ The Leader’s Handbook.” You see, if Tim, your frontline employee, is having difficulty delivering exceptional customer service it might not be Tim’s fault. People don’t fail, systems do. I first heard this quote while working at 1-800-GOT-JUNK?

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Exceptional Customer Service Culture Financial Books 153

Smith+co CX

JUNE 20, 2022

It’s an approach we’ve kept an eye on for over twenty years, since first featuring the brand in our book Uncommon Practice. In his Sunday Times column, Julian spoke about the clear link between satisfied employees and satisfied customers. Recommended Provider title. Uncommon Practice.

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Brands Retail Culture Leadership 36

Kustomer

DECEMBER 29, 2020

Think of all of the DTC disruptor brands with cult-like followings— yes they have chic branding, but they’ve also built a community of advocates based on how they treat (and value) their customer base. We could all take a page out of their book. Report: What Consumers Expect From the Customer Experience. Kustomer Top Content.

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Customer Enthusiast

AUGUST 8, 2016

For years I have been an enthusiastic reader of business books. During my career as a hotel training director in New York City, on occasion I’d uncover a book that I wanted to share with a broader audience at the hotel. The simple solution was to just order everyone a book. Watch the 90-second book trailer.

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Hotels Books Exceptional Customer Service Retail 40

Customer Enthusiast

SEPTEMBER 30, 2015

One of our objectives was to identify ways to incorporate exceptional customer service into the day-to-day processes at the libraries. Order Delight Your Customers: 7 Simple Ways to Raise Your Customer Service from Ordinary to Extraordinary by Steve Curtin or purchase from select retailers, including Barnes & Noble.

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Customer Service 2013 Exceptional Customer Service 2015 82

Customer Enthusiast

MAY 29, 2018

In fact, it prompted me to write the book, Delight Your Customers : While employees consistently execute the mandatory job functions for which they are paid, they inconsistently demonstrate voluntary customer service behaviors for which there is little or no additional cost to their employer. Don’t settle for ordinary.

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Exceptional Customer Service Books Retail Customer Service 45

Comm100

APRIL 16, 2018

A long-held belief is that exceptional customer service will bring with it extraordinary loyalty. After all, the customer is always right, right? This idea is so ingrained in us that 89 of 100 leaders surveyed flat out stated that their primary goal was to exceed customer expectations. Lessons From the Mouse.

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Exceptional Customer Service Books Customer Satisfaction Loyalty 41

Retently

AUGUST 15, 2018

Let’s go through these 5 exceptional customer service examples: 1. Top-notch customer service starts with excellent employee satisfaction and engagement. Ritz-Carlton is a well-known example of good customer service in this case. Lyft is a decent example of exceptional customer service in this regard.

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Customer Service Social Media Exceptional Customer Service Hotels 105

Customer Enthusiast

SEPTEMBER 30, 2014

Finally, he recognized that exceptional customer service doesn’t happen by chance. Order Delight Your Customers: 7 Simple Ways to Raise Your Customer Service from Ordinary to Extraordinary by Steve Curtin or purchase from select retailers, including Barnes & Noble. Watch the 90-second book trailer.

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2006 Exceptional Customer Service Definition Retail 105

Customer Enthusiast

JUNE 1, 2015

Where most companies fail (and where the consistency of customer service quality routinely breaks down) is they stop there, assuming that employees are now equipped to consistently deliver exceptional customer service. Watch the 90-second book trailer. Illustration by Aaron McKissen.

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Airlines Exceptional Customer Service 2015 Omnichannel 75

Customers That Stick

OCTOBER 13, 2014

Thoughts on the Customer: Fewer Choices, More Happiness. In keeping with the theme of today’s Monday Motivation ( subscribe here ) — simplify — let’s review the key findings of Barry Schwartz’s book The Paradox of Choice and their relevance to customer experience.

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Call Center 2014 Exceptional Customer Service Blog 119

Customer Enthusiast

OCTOBER 3, 2014

Some companies will spend more time and effort staging events in preparation for Customer Service Week, October 6-10, than they will spend celebrating customers and delivering exceptional customer service during the remaining 51 weeks of the year. Watch the 90-second book trailer.

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Exceptional Customer Service Retail Books Events 69