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Customers That Stick
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Customers That Stick
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Do you ever feel like customer service reps are just going through the motions?
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Customers That Stick
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Survey looks into common reasons we lose our customers and ways to get them back. What do you find to be the most effective way to win them back? 
Roughly 3 in 4 consumers surveyed across 9 countries have experienced their "worst CX failure" within the past 2 years, according to a report from SDL. Customers most often ascribed failures to the post-sale support of the customer journey stage, with long waits/poor response times (35%), poorly...
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How do you bounce back from a difficult customer situation?
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Customers That Stick
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What's one thing you can start doing that will set the next shift up for success?
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What does #custserv professionalism mean to you?
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Our book trailer was released yesterday. We're up over 3,500 views on YouTube. Enjoy!
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What's the best way you demonstrate that you trust your customer service team?
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Customers That Stick
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Asking customers questions helps you to know what they really need. What's the most effective customer question you've found in your industry?
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Where have you seen video enhance the customer experience lately? 
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Customers That Stick
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What do you consider more important when hiring a new customer service professional? Attitude or skill?
Focusing on a candidate's softer qualities is better for your company in the long term.
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Adam Ramshaw: Proof that Exceeding Promises does not pay off via Customer Service Experience Member +Bill Quiseng.
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+Customers That Stick Thank you very much for sharing +Adam Ramshaw's post.

For me the key takeaway is this: "In our customer feedback work over the years we have seen that “do what you say you will do” is a consistent driver of customer loyalty. The higher a company scores on this measure, the higher is their loyalty."

Common sense, but simply not common practice in most businesses. 
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Richard Shapiro asks "What’s your opinion of segmenting service delivery by generational type?" We're asking too! 
Many marketers spend too much time trying to figure out the nuances of how to sell or service various age groups, the Greatest Generation, Baby Boomers, etc.  I think it’s a waste of time.  The newest generation, defined as anyone born after 2004, is even yet to be named. However, scholars say that this group …
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In their circles
5 people
Have them in circles
122 people
Hastings Humans's profile photo
tallink eesti's profile photo
Hutch Morzaria's profile photo
Customer Experiences's profile photo
Jeff Toister's profile photo
STORE PRODUCTS's profile photo
Call Center Services International's profile photo
Shep Hyken's profile photo
Tracy Finley's profile photo
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Is your customer service heroic?
Introduction

Customers That Stick is a customer service and customer experience blog and resource for anyone from CEO's to front line employees. At Customers That Stick, our focus is presenting tangible, workable solutions to providing Hero-Class Customer ServiceTM.

We believe real-world solutions produce real-world results.

Visit Customers That Stick and, for even more value, join our newsletter The Customer Conversation. You will receive a free eBook (7 Secret Customer Service Techniques Every Expert Knows), exclusive content we do not publish anywhere else, and our popular Monday Motivation series.

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