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Institute associates are available to deliver in-depth leading-edge keynote presentations at conferences and company meetings on a variety of Customer Care topics.
Customers Bad Consumer Care Puts Businesses in the Dog House for a Year
How long would you hold a grudge against a company from which you'd received bad service or had your trust in them tested? According to new research from customer experience management company Thunderbird, for some consumers that disappointment can last a lifetime.
Wednesday, 02 April 2014
Customers 5 Quick Tips for Lasting Customer Service
Companies too focused on new business risk ignoring, alienating and then losing the clients and business they already have. Customers that are taken for granted soon leave, and business suffers.Here are five key rules to follow:
Wednesday, 02 April 2014
Customers Take These Two Steps to Rival Nordstrom's Customer Service Experience
Standards help you ensure that each aspect of your service at your company reflects the best way your company knows to deliver it. The summary of each standard should include three points:
Wednesday, 02 April 2014
Customers Future of Customer Service is Now! Todayís Customer Service Tools
The future has brought us something bigger than customer service. It has brought us the customer experience, which is much more than your traditional customer service. And the tools that are at our disposal today? Who would have imagined!
Wednesday, 02 April 2014
Customers 4 Tried and True Customer Service Strategies for New Managers
Customer service is an essential part of your company. As a new customer service manager, or a manager that is looking to ensure that theyíre still following best practices when it comes to taking care of customers and their customer service teams, these tried and true strategies are a great place to start.
Wednesday, 02 April 2014
Customers A Customer Service Training Technique Thatís Easy as 1, 2, 3
This technique may be the oldest technique in the book. Thatís probably because itís highly effective. You donít need an advanced degree in adult learning to use it and itís perfect for one-on-one training. Hereís how the Tell, Show, Do Technique works:
Wednesday, 02 April 2014
Customers Contact Centers Drive the Social CRM Revolution
With more than 2 million Twitter accounts established every day, social media presents a host of new challenges and opportunities in the realm of customer relationship management (CRM). People are tweeting not only about their customer service needs but also the good, bad and ugly of the experience that they receive from companies.
Wednesday, 02 April 2014
Customers Forresterís Top Trends For Customer Service In 2014
In an attempt to move the needle on customer service operations, in order to keep customers satisfied and loyal to your brand, these are the top trends that you should be paying attention to.
Friday, 07 February 2014
Customers Five Ways to Lose Your Customers
Want to lose your customer? Deliver a bad customer service experience. And it doesnít really have to be that bad. Sure, if itís flat out abysmally terrible customer service youíll most likely lose the customer, but sometimes itís much less obvious. It can be an attitude of indifference. So, letís get specific. Here are five ways that are guaranteed to make your customers question if they made a good decision to do business with you.
Friday, 07 February 2014
Customers Employees Who Feel Love Perform Better
Employees who felt they worked in a loving, caring culture reported higher levels of satisfaction and teamwork. They showed up to work more often. Our research also demonstrated that this type of culture related directly to client outcomes, including improved patient mood, quality of life, satisfaction, and fewer trips to the ER.
Friday, 07 February 2014

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