Want to improve customer service? Look at your processes

Customer service involves many variables. In this video, we’re going to look at customer service as a process. We’ll see where quality standards fit, and why improving processes is where you’ll make substantial progress. Your quality standards set the mark. But it’s the underlying processes where the real improvement opportunities are. Learn more in this video from my LinkedIn Learning …

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Service Metrics for Accessibility and Quality

Accessibility and quality are closely related. Quality can’t happen unless our services are accessible, but quality also impacts accessibility. If you don’t handle interactions with quality, you’ll have a higher level of waste and rework, time required to fix errors, repeat contacts from customers, escalated contacts in which they ask to speak to a supervisor, and other variables that zap …

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A Structured Approach to Customer Advocacy

Customer advocacy has the potential to strengthen your organization and transform customers into enthusiastic brand advocates. But you have to unleash it. Whether you’re developing customer advocacy within a team, a department, or across the organization, you’ll need an ongoing approach to guide your efforts. In the following video from my LinkedIn Learning course, Customer Advocacy, you can learn about …

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Managing customer feedback in real time

Managing customer feedback includes both short and long-term objectives. It involves responding to feedback as it happens and collecting and analyzing feedback from many customers to look for recurring problems and opportunities. This video explores what it takes to respond to feedback as it happens, the tactical aspect of managing customer feedback. Learn more about 5 steps to managing customer …

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Tell your customer’s story

In the earlier years of my career, I put a lot of emphasis on logic and data. I’ve since discovered that the best customer experience leaders wrap data in a compelling narrative. They bring it to life and stir others to action. Learn about several tools you can use to help tell customer stories in this video from my LinkedIn …

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Calculating referred customer value

Customers who are referred to a business tend to spend more than customers who come in from marketing. As one marketing professional put it to me, “Referred customers come in hot. They trust their peers and they spend more out of the gate than do other new customers.” Good service gets referrals and those referrals are valuable. Here’s how you …

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The importance of effective service strategy

Customer service should work so well that it enables you to focus on what really matters: delivering on your organization’s mission and promises, and engaging with your customers. The right service strategy will enable you to do just that. This video, from my LinkedIn Learning course “Customer Service Strategy,” discusses three key reasons why a customer service strategy is so …

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Ensuring service metrics are SMART

Have you ever had a metric that drives the wrong behavior? A bus company in a city with a well established international and cosmopolitan flair, had a reputation for too often running late. Leaders decided to give drivers incentives for ending their routes on time. Several months later, passenger satisfaction scores were even worse, and they quickly learned why. When …

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Cross-functional benefits of customer advocacy

Customer advocacy is most effective when the entire organization works together to do what’s best for customers. That’s great for customers, of course, and the organization benefits from their loyalty. But departments across the organization benefit as well. That’s a point that’s sometimes missed. When you harness customer advocacy to help identify and further improvements across functions, you have a …

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What true motivation is (and is not)

As a leader you have to be able to motivate your team members. In fact you probably need to be able to motivate others well beyond those who formally report to you. You may be asking yourself, how on earth can I get people to do things they may not want to do? But that’s not motivation. That’s coercion. Motivation …

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