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Customers That Stick
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Customers That Stick
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After you fix the problem, how do you make your customers FEEL better?
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Customers That Stick
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How do your team members help each other to serve the customer?
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Share the best customer service training advice you've ever received.
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"People need to be reminded more than they need to be instructed." Samuel Johnson

Customer service training is not a“Day One and Done” kind of thing. It’s a leader’s obligation to continually teach his people.
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Customer Journey Mapping 101. Ignore the title. This is a nice introduction. 
A customer journey map tells the story of the customer’s experience: from initial contact, through the process of engagement and into a long-term relationship. It may focus on a particular part of the story or give an overview of the entire experience. What it always does is identify key interactions that the customer has with the organization. It talks about the user’s feelings, motivations and questions for each of these touchpoints.
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What is the smallest WOW you implemented that made a huge impact?
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“Remember that a person's name is to that person the sweetest and most important sound in any language”.
Dale Carnegie

We established a service non-negotiable: Use the person's name at every opportunity. While that may sound like common sense since it was a mantra that was touted by Mr. Carnegie nearly 80 years ago, it is not yet common practice by most businesses. To prove the point, in the last five times you used your credit card, which has your name imprinted right on it, how many times did the clerk, server or cashier use your name in giving it back to you?
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What is the best customer referral program you have ever seen? What made it so great?
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Have you ever tried to measure loyalty or at least think about the differences between your most loyal and your least loyal clients? 
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In their circles
5 people
Have them in circles
111 people
Ivar Klaassen's profile photo
HappyFox's profile photo
Kate Nasser's profile photo
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Customer Thermometer's profile photo
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Customers That Stick
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Disney Institute teaches us that learning how our employees work can contribute to a positive company culture. How do you create a good workplace culture? 
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What's the most practical way to tap into your employees' firsthand knowledge of your customers?
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Ask them and then act on their feedback.

C-level  executives may know 10% of customers' complaints and concerns. Managers may know 40% of customer complaints and concerns. But the front-line staff know 100% of the customers complaints and concerns because customers tell them every day. So ask, listen and then act. 
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Win back an upset customer with this advice. #CustExp rescue lesson: The art of an apology. How do you handle apologizing to your customers? 
Copyright : Micha Klootwijk. Physiologically we are inclined to activate the lizard brain when we have an angry customer on the phone and we can choose one of two reactions: fight, which results in a defensive response or flee, which results in loss of connection or disengagement that erodes any ...
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An in-depth read of #custexp and customer loyalty best practices via Bob Hayes. What do you think makes a customer experience leader? 
In this post, I study what loyalty-leading companies do differently than loyalty-lagging companies in their customer experience management (CEM) efforts. The research helps identify best practices that companies can adopt in their CEM efforts to increase customer loyalty.
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How hot tea and a social media post reinforced the importance of even just one gesture. Guest post by +Doug Sandler via +Shep Hyken.   
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In their circles
5 people
Have them in circles
111 people
Ivar Klaassen's profile photo
HappyFox's profile photo
Kate Nasser's profile photo
Chad Eskew's profile photo
keshia tell's profile photo
Chris Brody (Brodybits)'s profile photo
Daniel Ruyter's profile photo
Customer Thermometer's profile photo
Jodi Beuder (Impact Learning)'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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