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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 Customers Willing to Spend 14% More for Great Service
In addition to spending more, nearly half of the survey’s respondents say they always tell others about good service interactions (46%), telling an average of 8 people.
Thursday, 20 November 2014
Customers Six Customer Service Mistakes
Customer experience management (CEM) is a strategic process that companies should implement across the entire organization to look after their customers. Andrew Cook highlights some of the worst customer service mistakes companies make and suggests ways to turn them around.
Thursday, 20 November 2014
Customers The New Face of Customer Service
With long lines and little to no results on an automated voice call, there is a new face emerging when it comes to Customer Service. Video chat customer service is growing across the country.
Thursday, 20 November 2014
Customers 100 Angry Tweets and 6 Followers: Should Banks Really Care?
Some observers say that in cases where the Twitter account has a small number of followers — in this case, six — it doesn’t matter. Others see this as a customer service and communication issue that should be quickly identified and addressed, even if the numbers are small.
Thursday, 20 November 2014
Customers Social Customer Service: The Front Line of Your Brand Reputation
So what do you do when your #1 job is to protect your brand in a world where every customer interaction has the potential to go viral – whether it starts on social media or not? Check out these eye-opening stats about customer behaviors and expectations when it comes to customer service on social media:
Thursday, 20 November 2014
Customers Exceptional Customer Service Affects Small Business Profitability
Creating positive customer service experiences will inspire emotional responses toward a business, including trust, gratitude and loyalty, and through word-of-mouth, every customer has the potential to become a brand advocate. Below are some tried and true tips to improving your company's customer service.
Thursday, 20 November 2014
Customers A Napa Valley Tech Entrepreneur Is Revolutionizing Customer Service
If your phone rings, you answer. If someone sends you an email, you reply. But with social media, there’s so much noise that some people simply ignore it.
Thursday, 20 November 2014
Customers Lessons in Customer Service from the World's Most Beloved Companies
It pays to have happy customers, and since we know that customers are ready, willing, and able to reward companies with great service, it's smart to study the best in the business to see if we can find takeaways that are applicable to what we are building.
Monday, 14 July 2014
Customers 53% Say Unclear Communication Biggest Customer Service Failure Issue
No one wants to be ‘that guy’ in the business of constantly resolving customer service issues. Here are 3-ways to ensure you don’t become ‘one of them.’
Monday, 14 July 2014
Customers How to Master Email Etiquette for Business
Email in the business world unfortunately gets overlooked in customer service training courses these days. It’s assumed that everyone is so comfortable with email by now, that to take extra time to train people on email etiquette seems unnecessary.
Monday, 14 July 2014

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