· A customer gives us the gift of trust when they choose us. We must return that trust with integrity, passion, relentless effort, and a sound process.
· Society has allowed companies to give customers mediocrity. Returning to do business with companies that do not provide great customer service sets the tone that it is okay to do less.
· With so much competition out there, every business cannot afford to provide a bad customer experience.
· You can't provide a repeatable and sustainable experience without creating process and training around it.
· Trust is the outcome of doing the next right thing. Do the right thing often enough and in a sustainable way that it becomes predictable for your customers.
· Companies need to get in touch with how their customers want to communicate with them whether it is via phone, email, chat, social media, or other mediums.
· Omnichannel communication is having all the channels that a customer can connect with your brand in a centralized dashboard.
"Most companies claim that they have good customer service but the true defining measure of making the customer feel valued is behavior."
Steve Bederman is the President and CEO of NobelBiz, a Contact Center Technology Company that offers state-of-the-art solutions for companies that want to keep their clients happy. His personal creed is 'Make a Promise, Keep a Promise' and he applies it in both his personal and professional life.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio.
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