We're always told to never say never; however, when it comes to giving good customer service, there are nine "nevers" you need to know. As I wrote this customer service blog post, I realized there were two more I wanted to add, but I really like the alliteration in our blog title, so we'll call 10 and 11 "bonus" tips for good customer service. Without further ado... Never say [...]
For several years, COMNIO's co-founder, Ross Clurman, has volunteered to help Ruby's Rainbow, an Austin-based non-profit dedicated to helping adults with Down syndrome achieve their dream of higher education by granting scholarships to applicants across the United States. This year, Comnio is a proud sponsor of Ruby's Rainbow and their upcoming Rainbowl. Ruby's Rainbowl is an annual event in Austin that raises donations to support Ruby's Rainbow's mission, generating [...]
While every company says they want to improve their customer service experience, many businesses still fall short of customer expectations. 80% of businesses believe they provide "superior" customer service — only 8% of consumers agree. source Most large companies have multiple customer service teams to handle complaints and customer service issues via phone, email, social, online, and sometimes in-person. The problem is that these teams report to different managers, are measured [...]
One of the biggest challenges any company faces before they attend a conference is deciding what swag and collateral to distribute. If you're a startup, like Comnio, you don't have a closet full of marketing collateral and promo items. So, we had to design some fancy new collateral, complete with customer service facts, figures, and Comnio features. We've always had an awesome user experience with Moo.com, so we went [...]
In March, our team was selected to attend Collide, an invite-only startup exhibition at one of the world's largest tech conferences, Collision. Collision takes place May 5-6 in Las Vegas, Nevada, and attracts thousands of investors, startups, and entrepreneurs from around the world! Needless to say, we're excited to be a part of such a huge event. More importantly, we're growing quickly and are reaching the point of seeking [...]
In addition to customers wanting customer service via social media, businesses need not forget about the tried and true methods for customer service that most people still prefer, like the phone and email. Not only is phone customer service the most popular form of customer service, but phone customer service is also the most effective. Check out the above chart comparing the most popular channels for customer service. A recent [...]
By Micah Solomon, customer experience consultant, customer service speaker, and bestselling author. Reach Micah at micah@micahsolomon.com, 484-343-5881, or http://www.micahsolomon.com 80 million Millennial generation customers (also known as Gen Y) are about to hit service providers with a wallet force larger than that of the baby boom. This is a disaster hurrying to happen. Businesses need to know how to provide the kind of customer service that Millennials [...]
Of our seven principles of good customer service, this one is more geared toward the provider of good customer service (and less toward the recipient). Principle number four of good customer service has to do with your presence. Being present. To reference one of our favorite customer service books by Dale Carnegie, How to Win Friends and Influence People, "Wherever you are, be all there." Being present means (to [...]
Marketing is how most businesses attract and engage customers – both new and existing customers. Marketing to attract new customers is significantly more expensive than marketing to retain existing customers. 65% of a company's business comes from existing customers, and attracting a new customer costs five times more than it doest to keep an existing one satisfied. source New customers need to be convinced of the value of your [...]
The success of any relationship - business or otherwise - depends heavily on mutual respect. Not just verbal respect (words), but through respectful actions (because we all know actions speak louder than words). Respect is different from kindness in that it goes beyond the verbal formalities (e.g. "please" and "thank you") and extends into actions and follow through. Here are a two short excerpts from a great article about [...]