FROM THE EXPERTS:10 Customer Service Tips to Deliver

Great Customer Experience

- Shep Hyken

Treat employees the way you want your customers treated, if not even better. What’s happening inside an

organization is felt on the outside by the customer.

15 Customer Service Tips for 2015http://www.hyken.com/customer-experience-2/15-customer-service-tips-for-2015/

- Bruce Temkin

Customer Experience = Success + E�ort + Emotion.

Customer experience is in the eyes of the beholder, it’s not what you do as a company, or how your employees think about what they do, it’s how your customers think and feel about what you do.

What is customer experience?https://experiencematters.wordpress.com/2015/01/02/what-is-customer-experience-video/

- Bob Thompson

Engagement shouldn’t be used as a synonym for experience

Experience is what the customer perceives. If it’s a positive expe-rience, you should see the customer becoming more engaged, otherwise known as exhibiting loyalty behaviors and attitudes.

Customer Experience vs. Customer Engagement – A Distinction without a Di�erence?http://customerthink.com/customer-experience-vs-customer-engagement-a-distinction-without-a-di�erence/

- Colin Shaw

What you present to a mobile audience is the most important part of your online presence – don’t miss the advantage.

3 Ways to Use Mobile To Your Advantagehttps://www.linkedin.com/pulse/3-ways-use-mobile-your-advantage-colin-shaw

- Flavio Martins

To win the customer, customer service focus has to be the mission of the entire organization. Win the customer with simple customer service, delivering better self-service cus-

tomer service and real service solutions.

5 Tips to Win the Customer with Great Customer Servicehttp://winthecustomer.com/win-the-customer-customer-service-tips-2

- Annette Franz

A journey map really brings the customer experience to life, allowing people in the company to really understand what customers are going through, what their interactions are, and to create that empathy that we are talking about so much lately, that’s so important to creating a great cus-

tomer experience.

That sets the groundwork. We can’t transform the customer experience without understanding who the customer is and what he’s going through, and that’s obviously where the maps come in.

18 Reasons to Map Customer Journeyshttp://www.cx-journey.com/2014/11/18-reasons-to-map-customer-journeys.htmlhttp://www.hearto�hecustomer.com/journey-mapping-interview-annette-franz/

- Arie Goldshlager

The best service is [still] no service. Avoidable pervasive customer service issues have to be avoided by systematically discovering and

eliminating their root causes.

Quora: How can customer service be improved?http://www.quora.com/How-can-customer-service-be-improved/answer/Arie-Goldshlager

- Jeanne Bliss

It’s not enough to simply have the customer metrics, it’s what you do with them that matters.

How to Make Customer Metrics Stickhttp://chiefcustomero�icer.customerbliss.com/2014/10/14/how-to-make-customer-metrics-stick/

- Barry Dalton

Customer service is a business strategy not a department.

Define this. Customer Service is…http://www.barrydalton.com/2014/05/27/define-customer-service/

- Ted Coine

Make your employees the ultimate reason your customers want to do business with you.

Ted Coiné on Twitterhttps://twitter.com/tedcoine/status/610990002621825024

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services. Infinit Contact’s outsourcing service o�erings include:

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