We all know that delivering an incredible customer experience is key in keeping your customers not just satisfied, but also happy. Knowing where to start can be the trickiest part, but that’s where Annette Franz enters the picture.
Watch this recorded 45-minute webinar, where she shares the 7 steps to customer experience heaven. You’ll not only learn where to start, but who to include in the process, how to handle challenges that pop up along the way, and how to make sure the customer is at the center of every conversation. This webinar is a must-see for customer support and experience professionals at all levels, and you’ll walk away with actionable tips and tricks that can help you start transforming the customer experience at your company today.
The most difficult customer service situations demand more of customer service agents than just good intentions and the right attitude - they can send even the most seasoned agent into red alert and require the communication skills of a crisis counselor.
Watch this 1-hour webinar where communication skills author, speaker, and psychotherapist Rich Gallagher explains how to use the right words to turn volatile scenarios into calm and productive customer encounters. Through tested techniques, lessons from behavioral science, and case studies, Rich will help you learn the delicate art of defusing even the worst customer situation - all while boosting your skills and confidence for dealing with any customer. This webinar is a must-see for agents and managers alike.
There's no question that a great customer service experience is key to keeping customers, and keeping those customers happy. But providing exceptional, compassionate customer service can only happen when you build a deep and lasting relationship with your employees, empowering them to serve the customer in a way that delivers value.
Watch this 1-hour webinar where customer service expert Ed Horrell will share three keys to building a kindness revolution, drawn from real-life examples from companies known for their outstanding customer service, such as L.L. Bean, Nordstom, Mrs. Fields, St. Jude Children's Research Center, and more. This webinar is a must-see for customer service leaders, changing the way your company thinks about its employees, and helping you to practice the basic values of dignity, respect, courtesy, and kindness from top to bottom throughout your organization.
As your customer base grows, there comes a time when you need to engage your customers in a way where the focus is less on support transactions and more focused on long-term conversations and relationships. In this live, 30-minute webinar, you'll learn how to:
- Set up an automated customer feedback loop through satisfaction rating surveys
- Draw insights from analytics build into your Zendesk, and use it as a benchmark to measure the health of your customer service
- Learn how to proactively engage your customers outside of a support ticket
This webinar is a must-see for anyone getting started with Zendesk!
With Kristina Evey
Delivering excellent customer service doesnt have to be complicated. In fact, the keys to better serving your customers and improving customer satisfaction levels as a result are so simple they might surprise you.
Watch this 1-hour webinar where Kristina Evey shares the 7 tips that will turn your current customers into raving fans and evangelists for your business. Youll learn how to build trust with your customers, how to give each customer that one customer feel, and what to look for when staffing a team. Whether youre a support agent or a manager, these tips will help you to transform the customer experience and create an extremely loyal customer base.
Kristina Evey is a professional speaker, trainer, and educator, and brings 20 years of background in customer experience to her clients. She works with small to large organizations to ensure that everyones primary focus is on the customer. Shes also had numerous articles published and products produced on customer retention, satisfaction, and loyalty, and is a regular contributor for radio and web interviews.
With Randi Busse
Don't be satisfied with satisfied customers—after all, they might be enticed by a coupon inviting them to try your competition. Instead, delight your customers and you'll have loyal fans who'll go out of their way to do business with you (and even spend a little more). With the right mindset, some proven techniques, and a heaping dose of common sense, you can have customers not only raving about your business and giving you repeat business, but also recommending you to others.
Watch this one-hour interview with Randi Busse, customer service trainer, speaker, consultant, and co-author of Turning Rants into Raves, to learn her secrets to delivering world-class customer service, and turn your customers into raving fans.
Randi Busse, President of Workforce Development Group, has been helping employees to delight customers for more than 20 years. Her training programs teach employees to 'think like an owner, not a renter,' yielding rave reviews from her clients, because the culture of their organizations change and their customers rave about them. She's just co-authored a book, Turning Rants Into Raves: Turn Your Customers On Before They Turn On YOU!,' The book is written for CEO's, business owners and managers that want to improve the experience they are providing to their customers. Randi is a dynamic speaker with the ability to make audiences listen, nod, laugh &emdash; and connect the dots between their own experiences as a customer and how their behaviors and the way their employees treat customers affects their bottom line.
A research report that defines the long term benefits of providing good customer service
Customer service — both good and bad — impacts revenue
1. Participants ranked customer service as the #1 factor impacting vendor trust
2. 62% of B2B and 42% of B2C customers purchased more after a good customer service experience
3. 66% of B2B and 52% of B2C customers stopped buying after a bad customer service interaction
4. 88% have been influenced by an online customer service review when making a buying decision
Fast customer service matters
5. 69% attributed their good customer service experience to quick resolution of their problem
6. 72% blamed their bad customer service interaction on having to explain their problem to multiple people
Customer service experiences have a long lasting impact
7. 24% continue to seek out vendors two or more years after a good experience
8. 39% continue to avoid vendors two or more years after a bad experience
9. Women (45%), B2B (51%), Gen X (54%) and high income households (79%) are most likely to avoid vendors two or more years after a bad customer service experience
Customer service stories are spread widely — especially bad ones
10. 95% share bad experiences and 87% share good experiences with others
11. 54% shared bad experiences with more than five people and 33% shared good experiences with more than five people
12. 58% are more likely to tell others about their customer services experiences today than they were five years ago
13. B2B, Gen X, and high income households most likely to share their customer service stories
Social media drives increased sharing of customer service experiences
14. 45% share bad customer service experiences and 30% share good customer service experiences via social media
15. More have read positive reviews (69%) of customer service online than negative reviews (63%)
Every business manager knows that when a customer has a problem, the experience of resolving the issue has a profound impact on future purchases. This effect has been amplified as social media and web review sites enable customer service experiences to be widely shared with friends, colleagues, and the general public. But just how impactful are these customer service experiences on buying behavior and the lifetime value of a customer? How long does the effect last? And what is the impact for mid-sized companies?
The following report is based on a survey of 1046 individuals who have had experiences with the customer service of a mid-sized company. The survey's main intent was to quantify the long term impact of customer service on business results. The survey was conducted by Dimensional Research, an independent market research company specializing in technology.
This survey clearly demonstrates that customer service has a dramatic impact on the buying behaviors among customers of mid-sized companies. Good customer service results in increased personal and business purchases while bad customer service drives customers to find alternatives. Interestingly, customer service experiences are judged more on the timeliness of the interaction than on the final outcome.
Customer service has a long-term impact on buying decisions, with customers continuing to be effected years after the initial interaction. Customers share service interactions more widely than ever before. Social media and review sites are providing increased awareness of customer service experiences, and these stories influence the purchases of others.
Customer service impacts trust
Participants were asked to rank a series of factors in the order in which they impact the level of trust they have in their vendors. Excellence in customer service ranked as the #1 factor that most impacted participants.
The best customer service is fast
Participants were asked if they had experienced any good customer service interactions with mid-sized companies, and then asked the same question about bad customer service interactions. The vast majority of participants recalled good experiences (95%). More than half (54%) reported having bad customer service experiences with mid-level companies.
Survey participants who had indicated they had a good customer service experience were asked what specifically made that experience good. The most important factor cited by participants was a quick resolution of the problem (69%) followed by being helped by a pleasant person (65%). Interestingly, the actual outcome of the problem was least important with less than half (47%) indicating that their customer service interaction was good because of the outcome.
Similarly, survey participants who had indicated they had a bad customer service experience were asked what specifically made that experience so bad. The most important factor cited by participants was needing to explain their problem to multiple people (72%), followed by having to deal with an unpleasant service person (67%). Only half (51%) felt that their customer service interaction was bad because the problem was not resolved.
Customer service impacts sales
Among participants that had experienced good customer service, most of them (83%) reported that their behavior changed in some way as a result. The most common way that their behavior changed was that they purchased more from that company (52%).
Participants receiving customer service from B2B companies were significantly more likely to increase their purchases as a result of good customer service (62%), compared to those who dealt with B2C companies (42%).
While fewer participants reported a bad customer service experience with a mid-sized company, they were much more likely to change their behavior if it happened (96%). Simply not buying from the company in the future was the most typical response (59%).
Interestingly, the reactions to bad customer service reactions differed between business and personal experiences. Those who had a bad customer service experience in a business context were much more likely to stop buying from the company (66%) than when it was a case of personal use (52%). Conversely, those who had a bad customer service experience for a personal product or service were more likely to recommend others not buy the product (44%) compared to business purchasers (36%).
Customer services experiences can be long lasting - especially bad ones
Participants were asked how long ago it was that these customer service experiences happened. In this question, they were asked specifically to think about that experience with the mid-sized B2B or B2C company whose good or bad customer service impacted their buying behavior.
Bad customer service experiences were more long lasting. Over one third of participants, 39%, continued to change their buying behavior more than two years after the negative incident had occurred. Good customer service also resulted in long term impacts, with about one quarter (24%) saying that they continued to change their buying behavior based on a positive customer service incident that happened more than two years ago.
Certain segments of the market had particularly long memories. The participants most likely to say they were still influenced by a bad customer service experience that happened two or more years included women (45%), those who received customer service for business (51%), and Gen X (54%). Those with household incomes exceeding $150,000 per year had the longest memories for bad customer service experiences (79%).
Customer service stories are spread widely
Participants who indicated that they had experienced good or bad customer service were asked who they had told about those experiences. These stories were widely shared, especially the bad experiences. More participants reported they shared stories about bad customer service (95%) than told about good experiences (87%). Stories were told most frequently in person to friends or family (81% for bad and 72% for good) or coworkers (57% for bad and
40% for good).
Participants also reported broad use of social media (45% for bad and 30% for good) and online review sites (35% for bad and 23% for good) to spread stories about customer service experiences.
Certain segments of the market were much more likely to share their customer service stories with others. Those who received support in a business context, participants from Generation X and the wealthiest participants shared the most information with their personal and online networks. Among those earning more than $150,000 a year, a remarkable 100% had shared their bad customer experiences with others! However, all these segments took a balanced approach and also shared their good experiences more frequently.
When these stories were told, they were often repeated many times. The survey participants who indicated they had shared their good or bad customer service experiences with others were asked how frequently they had told their story. More than half, 54%, indicated that they had shared their bad customer service interaction story with more than five people.
Today's customers share service stories more frequently
All survey participants were asked if they were more or less likely to tell others about their customer services experiences. More than half (58%) reported that they were more likely to share their experiences. A very small number (4%) were less likely to share customer service stories now than they were five years ago.
The biggest differences in participant answers for this question occurred between the generations. Baby Boomers were the generation that changed the least over the past five years while Gen X tells more customer service experiences now. Among the Millennials, 9% claimed they were actually less likely to share customer service experiences now than they were five years ago, more than any other segment.
Online customer service reviews impactful
All survey participants were asked if they had seen online reviews of customer service. About two-thirds of participants (63% for negative and 69% for positive) reported that they did recall reading these online reviews. Review sites were the most common place to read a negative review of customer service (39%) where Facebook was the most common place to read a positive review of customer service (44%).
These reviews are very impactful. The vast majority of participants who have seen reviews claimed that that information did impact their buying decisions. This was true of both positive reviews (90%) as well as negative reviews (86%).
In early 2013, 1046 individuals completed an online survey about their experiences with customer service. All participants lived in the United States, and had recent experience with the customer service of a mid-sized company either as a consumer (B2C), or in a business context (B2B). For this survey, 'mid-sized' was defined as any company that was not a large, well-known company or a small local or online company. The 1046 participants included both men and women. They represented a wide range of ages and household income.
The survey was conducted by Dimensional Research, an independent market research company specializing in technology. The survey was sponsored by Zendesk, the leading provider of proven, cloud-based customer service software. Survey participants were not informed of this sponsorship.
About Dimensional Research
Dimensional Research® provides practical market research to help technology companies make their customers more successful. Our researchers have deep understanding of how technology is developed and used. We partner with our clients to deliver actionable information that reduces risks, increases customer satisfaction, and grows business results. For more information visit www.dimensionalresearch.com.
Zendesk is the proven cloud-based help desk software that is the fastest way to enable great customer service in rapidly growing companies. Zendesk is so easy to use; support teams and their customers worldwide love it. More than 30,000 organizations including Adobe, MSNBC, Sony, OpenTable and Groupon, trust Zendesk with their most valuable asset: their customers. Now, organizations can deliver exceptional support across the web, email, and social media. Since the mobile device explosion having created even more opportunities to help customers anywhere, any time, Zendesk is also available across devices such as the iPad, iPhone, BlackBerry, and Android.Continue reading
With Shep Hyken
Keeping customers happy is one of the most basic ingredients of business success. But these days, customer service is about far more than simply satisfying your customers; it's about delighting them with unforgettable experiences, and creating loyal customers. The great thing about these loyal customers is that they are also evangelists who not only help your business grow, but also are willing to go out and tell the world about your amazing product or service.
Shep Hyken, author of the Wall Street Journal and USA Today bestseller The Cult of the Customer, shares strategies you can put into action to start amazing your customers today.
Shep Hyken is the Chief Amazement Officer at Shepard Presentations. As a speaker and author, Shep works with companies and organizations who want to build loyal relationships with their customers and employees. His articles have been read in hundreds of publications, and he is the "New York Times" and "Wall Street Journal" bestselling author of The Amazement Revolution, The Cult of the Customer, Moments of Magic® and The Loyal Customer. He is also the creator of The Customer Focus program, which helps clients develop a customer service culture and loyalty mindset.
With Jeanne Bliss
Hundreds of companies have customers who admire them, but only an elite few have true advocates — passionate, vocal, loyal fans. Join us, along with Jeanne Bliss, author of 'I love You More than My Dog' ? for a webinar to learn the five key decisions that the worlds most beloved companies make towards ensuring customer loyalty. Jeanne Bliss outlines the steps you need to take to get on the right path towards becoming a beloved company — a path that is right for you, your company, and your people.
Best-selling author of both 'I Love You More than My Dog: Five Decisions that Drive Extreme Customer Loyalty in Good Times and Bad' and 'Chief Customer Officer: Getting Past Lip Service to Passionate Action', Jeanne Bliss has fought valiantly for the past 25 years to transform the customer experience for US corporations, such as Microsoft, Mazda, Allstate, Coldwell Banker and Lands' End. Additionally, Jeanne Bliss founded CustomerBliss, a resource that provides an actionable path for driving profitability through customer focus. She is also the cofounder of the CXPA, Customer Experience Professionals' Association — a global non-profit organization positioned to guide and enhance the growing field of customer experience management.
with Dennis Snow
Providing the world-class service Disney theme park is known for is not simply a matter of hiring friendly service staff with good manners. It requires an all-encompassing approach and a business commitment to making service excellence a company-wide priority. As Dennis Snow, a 20-year-veteran of the Walt Disney World Company, relates in the recorded webinar below, everything that a customer sees, hears, or touches impacts the experience. In other words, "Everything Speaks."
Snow began work at Disney as a ride operator back in 1979 and then went on to join the company’s management in the 1980’s. Today he consults with businesses of all types about how to build a better experience.
We won’t ruin the webinar for you—it goes into more depth, and includes some great personal anecdotes—but as a takeaway, here are three key lessons on offer from Snow’s years at Disney, as well as some actionable processes you can put into practice every single day to ensure consistent service behaviors across your entire organization.
What makes Disney the happiest place on earth?
When it comes to creating the perfect experience, Disney doesn’t always get it right. They’re human, after all. The question is: what does Disney do better than most companies? The answer is they work towards a clearly defined objective: They want you to come back.
As research revealed, it isn’t the rides that make people return to the Magic Kingdom day after day. Instead, it’s the experience: The staff is friendly, the parks are clean and well-organized—and the rides are great too, of course. But Disney focuses on the moment you arrive at the park to the moment you leave and everything that happens in between. That is the Disney experience, and that’s what they’re selling.
3 key principles at the heart of any service-driven organization
The great news is that what Disney does to ensure parkgoers come back year after year includes several key things that you can do in your company, with your customers.
1. Perform with a relationship mindset, not a task mindsetYou can walk into any business and witness people hard at work on their tasks. And when employees are stressed, more often than not, they’re spending too much time on their tasks. But this makes the customer into one more task and leaves them feeling processed and like they haven’t made an emotional connection. When employees are free to focus on relationships instead, they tend to feel valued. The loyalty gap is somewhere between feeling processed and feeling valued.
How do you build a relationship mindset into the way you do things? Snow shares his process for service mapping, wherein you take a key moment or process that needs improvement and you map it out. What is the customer doing each step of the way? For each step, define what mediocre service would look like in that moment, and then what excellent service would look like. Once you know what excellent service looks like, it’s time to get your employees involved.
2. Pay attention to the detailsEvery detail of the experience either adds or detracts from the brand. This includes the quality, cleanliness, and aesthetic of a physical space as well as “attitudinal” elements like tone of voice, quality of email, user friendliness of a process, and so on. When you look around at the details, are they sharing the same story? Snow uses an analogy to ask: What are your “Smoking Cinderella” behaviors? What distracts from your message and what could potentially bring the whole experience crashing down? Once you’ve identified those things, you have to make a company-wide commitment to the resolution.
3. Create moments of WowLittle “wow” moments may not always be consciously noticed each time by customers, but they still register and have a cumulative effect. What’s more, opportunities to create wow moments are everywhere. In a hierarchy of what is expected from your service, the baseline is accuracy and availability. Once you’ve offer that, you earn the right to begin creating “wow” moments. The top-level of service is to offer partnerships and provide advice. Ask the question: what service behaviors might exhibit each of these four critical elements of service excellence?
Watch the free webinar to see examples from Disney and to see service mapping in action.
Dennis Snow is a customer service expert and author of Lessons from the Mouse: A Guide for Applying Disney World's Secrets of Success to Your Organization, Your Career, and Your Life. His expertise was developed over 20 years with the Walt Disney World Company. Today, Dennis consults with companies such as American Express General Mills and Johns Hopkins Hospital. His articles appear in industry publications and he's often a featured guest expert on service related topics for several business news-talk radio shows.
With Carmine Gallo
The Apple Store is the most profitable retailer on the planet. It boasts the highest revenue per square foot of any retail store, averages more than 20,000 visitors a week and consistently earns accolades for its customer service.
Watch this on-demand webinar where Carmine Gallo, author of The Apple Experience, lifts the curtain behind Apple's stunning success in retail to show anyone how to run any business the Apple way. Carmine Gallo will break down Apple's customer-centric model to provide an action plan with three distinct areas of focus for anyone responsible for delivering exceptional customer service - and helping you create insanely great customer loyalty.
Carmine Gallo is a communication skills coach for some of the world's most admired brands. He is a former vice president for a global, top-ten public relations firm and a former journalist for CNN and CBS. Currently Gallo writes about leadership, communications, and innovation for several publications including Forbes. He's been featured in Success magazine, The New York Times, the Wall Street Journal, and Investor's Business Daily. Carmine has written several internally bestselling books including The Presentation Secrets of Steve Jobs and The Innovation Secrets of Steve Jobs. His books have been endorsed by such luminaries as Starbucks CEO Howard Schultz, Salesforce founder Marc Benioff, former Apple evangelist Guy Kawasaki, and the CEO of Zappos, Tony Hsieh. Carmine's new book, The Apple Experience, features the insights he's learned from Apple's iconic visionary as well as other leaders who have re-imagined and reinvented their brands.
Rewards for loyal customers can be somewhat double-edged. When marketing tries to come up with ways for building customer loyalty, they believe that offering rewards can encourage people to become repeat customers. These rewards could be things like punch cards, point systems, or something else that gives loyal customers a reason to keep coming back. The technology of rewards programs has gotten to the point where a consumer doesn't even have to think about the management of them; the rewards simply accumulate and are there when it's time to spend.
But another way to look at this is from the perspective of the brand: what are the benefits it reaps for inspiring loyal customers? And what does it take to inspire that loyalty? Rewards certainly help, but it's more important to focus on things like providing a great product or service and being known for having top-notch customer service. Marketing alone won't convince customers to remain loyal.
To build a brand with loyal customers takes time, but we can't undersell the importance of that investment. As our latest infographic shows, customer loyalty is very important. 78% of loyal customers help spread the word about your brand, and 54% won't even consider switching to a competitor. If your company can offer a unique experience with your product or service, it will only encourage more of your customers to stay loyal.
If you're looking to create a strategy for building loyal customers, learn more about Zendesk for retail.
When customers have a bad customer service experience, they don't just get mad; most of the time they try to get even. A recent survey by ClickFox took a close look at what the repercussions are of poor customer service experience. While 52 percent of disgruntled customers spout off to family and friends, an even more astounding 32 percent altogether will stop doing business with the company that provided a lousy customer experience. And when customers take to social media to air their ire, more than 60 percent of consumers are influenced by these detrimental comments.
It's difficult to nail down a bad customer service definition, but customer who have had a negative customer service experience often point to things like speed of service and having to explain their issue to multiple agents.
There's a whole new school of loyalty that companies need to enroll in — and fast. It's no longer good enough to sit around and wait for a bad customer experience to happen, and then react. Companies need to catch support disasters way before they happen.