Customer Service Blogs
Your employees are your brand
by Ron Zamir — President and CEO, Allen Communication
There is a direct tie to loyalty and retention between how companies treat their employees and how they treat their customers.
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Customer service strategy: Deliver value with time
by Shep Hyken — CAO, Shepard Presentations
Your customers want you to know this: "Value my time and you value me." It's part of delivering amazing service.
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Five innovative Barcelona retailers creating muy bueno customer experiences
by Bryan Pearson — President, LoyaltyOne
When most people think of Barcelona, the first features that come to mind are its unusual architecture, rich history and Catalan cuisine. But the area is also…
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Why customer service and branding are the same thing
by Andrew Sharpe — Retail Strategist, BRANDSPANK
If you aren't investing in customer service, you're omitting the most influential piece of your brand's story.
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Teach, coach, and ride
by Doug Fleener — President and Managing Partner, Dynamic Experiences Group, LLC
The faster employees apply what they learn, and receive additional feedback, the faster they learn the skill and benefit from it.
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Three micro-trends of the retail customer experience
by Jeannie Walters — Chief Customer Experience Investigator, 360Connext
There are several ways the retail customer experience is actually becoming smaller, and it seems to be a good thing for sales and customers.
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Five ways to lose a customer
by Shep Hyken — CAO, Shepard Presentations
Customer service doesn't have to be terrible to drive shoppers away. Indifference and lukewarm attitudes are bad enough.
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Is it time to draw a line in the sand for your underperformers?
by Doug Fleener — President and Managing Partner, Dynamic Experiences Group, LLC
The first time there is an issue with a retail employee, it needs to be addressed. If it happens again, you have a problem with the employee. If it continues…
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Customer service strategy: To serve and protect
by Shep Hyken — CAO, Shepard Presentations
If you strive to "serve and protect" customers by selling them what they truly need, you will earn their trust and confidence. And over time, that translates…
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Fueling the fire: Motivating your staff over the next week
by Doug Fleener — President and Managing Partner, Dynamic Experiences Group, LLC
Take a lesson from the 'age of rail' to keep your stores humming through this last week of holiday shopping.
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How to ensure stellar customer engagement for 2015
by Jeannie Walters — Chief Customer Experience Investigator, 360Connext
Getting retail employees to engage with customers is tough. Here are four things you can do to help them succeed.
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A customer service robot lands a retail job
by Jeannie Walters — Chief Customer Experience Investigator, 360Connext
Lowe's is experimenting with customer service robots. What could possibly go wrong?
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Don't inadvertently uninspire your employees
by Doug Fleener — President and Managing Partner, Dynamic Experiences Group, LLC
Building up your store associates is critical, but so too is not tearing them down.
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An amazing customer service idea: The $5 lifeboat
by Shep Hyken — CAO, Shepard Presentations
The second-generation owner of a chain of Ace Hardware stores, Tom Glenn, tells an inspiring story about his father, Elder Glenn.
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Should your stores have a lifetime return policy?
by Nandini Jammi — Chief Storyteller, Kayako
How Trader Joe's, Nordstrom and others benefit from offering this extremely generous policy.
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Learning from an amazing sales experience
by Doug Fleener — President and Managing Partner, Dynamic Experiences Group, LLC
What makes a great retail salesperson? Sometimes it's what you'd least expect.
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Respect your customer's time by resolving complaints quickly
by Shep Hyken — CAO, Shepard Presentations
Statistics show that the average adult in the United States spends 364 minutes on the phone every year waiting, and hoping, to talk to someone who can correct…
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A customer service lesson from Hy-Vee's social media team
by Shep Hyken — CAO, Shepard Presentations
You cannot stop your customers from talking about you on social media. Good or bad, they will tell the world of their experiences. Find a way to use it to your…
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Why you should solve customer problems, even when they're not your fault
by Shep Hyken — CAO, Shepard Presentations
Your store may not have created the problem, but it is still yours to solve.
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Seven disruptive trends that will kill the 'dinosaurs of retail'
by Chris Petersen — Owner, IMS
Retail evolution is speeding up, and it waits for no one.
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