Customer Service

Your customers are your industry. Learn how to show them.

Tag(s): business of support, customer service, framework and methodologies, leadership, metrics and measurements, toolbox, people, process, practices and processes, professional development, research, technology, workforce enablement, RESOURCES

A comprehensive list of Customer Experience information and tools.
Tag(s): customer experience, customer satisfaction, customer-satisfaction-measurement, customer service

Tag(s): customer service, customer experience, research, research corner

Tag(s): customer service, customer experience, research, research corner

This infographic shares five ways to impress your customers in technical support. From knowing which inbound contact channels are most utilized to staying on top of how customers feel about the support they receive, this graphic is chock full of statistics about the industry based on HDI's research.
Tag(s): customer satisfaction, customer experience, customer service

Organizations often rush to kick-start improvement efforts without first completing a thorough analysis. All too often, improvement exercises are either reactive—knee-jerk responses to what others have done—or conceived in response to the passionate advocacy of a charismatic (and usually senior)...
Tag(s): customer service, continual service improvement

Implementing mobile customer service is like training for a marathon. You can’t expect to sprint to the finish without first laying a little groundwork. Just as a marathon training plan sets you up for success long after the race is over, a mobile strategy provides benefits that extend far...
Tag(s): customer service, future of support, mobile device support

How important is trust to your business? Important, right? But did you know that most senior executives believe their direct reports trust them more than they actually do? There’s a whopping 43-percent difference between how a manager perceives he’s trusted and how much employees actually trust him.
Tag(s): customer service, customer experience, professional development

Many companies rely on their service management organizations (SMOs) to manage customer requests for products and services. A well-managed SMO understands its clients and works with them to create a quality customer experience. Through the implementation of a customer quality environment (CQE),...
Tag(s): customer experience, customer service, customer satisfaction

For companies large and small, achieving high customer satisfaction is a challenge. One common obstacle involves revamping normal business operations and implementing change that improves the quality of the customer experience. However, by implementing an upside-down strategy where the customer...
Tag(s): customer experience, customer service