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Branded Customer Service
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Customer Service, Customer Service trends, Customer Service Articles
Curated by
Trish Sadar
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The Four Things to Stop Doing to Make the Customer Experience Better Via BirdEye, Understanding Recruitment 
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Clarity of purpose fuels its customer devotion. Zappos wants to be known as a service company that happens to sell shoes, handbags and an expanding array of products in the future. The lens through which the company ...
Trish Sadar's insight:
Zappos’ clarity of purpose – that doing the right thing for the customer is ultimately the right thing for the business – transcends any short-term gain it might get by pushing the customer toward another shoe they have in stock. Clarity for being a service business first gives Customer Loyalty Reps energy and a compass for decision making.
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I’ve mentioned Jonah Berger’s book Contagious: Why Things Catch On a lot lately, specifically a statistic that he cites where only 7% of word-of-mouth marketing happens online. I didn’t believe it, but the study that he cites is pretty well-constructed and impressive. So the 75% number cited in this infographic isn’t entirely out of left field.
That said, I know that quite a few digital marketers visit this site, so I’m curious to understand your thoughts on such provocative data and how you think this impacts digital. Let me know what you think.
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It can be easy for customer service departments to continue doing what they've always done. CSAT scores and overall cost are the same, so why change?
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Customer Loyalty and Advocacy are Not Interchangeable Concepts - A loyal customer is not necessarily an advocate... Via janlgordon
janlgordon's comment,
July 10, 2013 1:12 PM
Todd Akira Morikawa Thank you for sharing, very much appreciated!
snappstare's curator insight,
July 13, 2013 7:12 AM
fairly obvious, but always good to remind ourselves of the factors between loyalists and advocates of a brand 
Trish Sadar's comment,
August 23, 2013 9:33 AM
Thank you for your insights! Donna, whether we are talking about a library or any other business. I think that it all depends on who my customers are. Who are they, what is important to them, and how can I add value. How can we as a business adapt, evolve, and respond to what our customer need from us. The art of story telling helps us to communicate in a way that we not only reach the minds of our audience...we also connect emotionally.
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Customer satisfaction is a joke. It's customer loyalty that's the real challenge.
POS Maven's curator insight,
April 11, 2014 10:26 AM
FuturePOS has 32 different loyalty programs designed to bring customers back and drive your bottom line! :)
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Zappos is on a pedestal for a very good reason. There are very few companies who have built a brand upon amazing customer experience, and fewer still who have become as successful as Zappos.
Whilst they may be great to point to as a shining star, it’s easy to dismiss them as being too hard to reproduce when your product is software.
However,some software companies have followed the Zappos ethos, and achieved similar results. WooThemes are one example.
What follows is a guest post by Adii Pienaar, the author of Brandiing, co-founder of WooThemes, and now founder of PublicBeta, a learning platform for entrepreneurs by other (very) successful entrepreneurs.
Trish Sadar's insight:
Thank you for sharing this article!
Make it a great day!
CHEN SUN's curator insight,
August 4, 2013 11:27 PM
Brand is crucial to a product as well as to a service product. To build a brand on customer services may be more complicated than on real products. However they have a lot in common like brand wareness and brand identiy. Brand is actually the same thing for customers to recognize but in the core they are different products-services and real products. This article remind me the importance of building a brand on customer service with Zappos' example and it is also inspiring for my future study. 
Zongwu Chen's comment,
August 21, 2013 5:45 AM
If a brand can satisfy customers’ need and solve their problems by compelling content strategy root with company values. It will win customers’ loyalty and engaged community of advocates. And this article provides a blueprint include four steps. First, identify our brand and what are the things that important to us. Second, been motive communicate with our potential customers. Third, be patience and understand when dealing with customer emotions. Forth, when a customer get back to us, we should make he/she feels like this is a priority service.
Linda Huynh's comment,
August 22, 2013 4:22 PM
Reading this article it gave me that idea that selling a product, a brand is very important, as well as the service of the product. This article provides four steps that can help win a consumers loyalty to a brand and more engagement. Steps include the identity of the brand and the importance, communication with consumers, past and new, understanding consumers emotions and providing prompt service when consumers come back. Overall, branding is important for a customer to recognize a company/product in order for them to keep coming back.
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Technology and higher customer expectations are driving significant trends in customer service for 2013. Customer service training and consultancy firm, The Belding Group of Companies , identifies the top 10 to loo...
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1to1 Media (blog) Service, Satisfaction, and the Social Customer Comment 1to1 Media (blog) Rather, by looking at an aggregate view of all customer feedback, including social media and online commentary, companies can get a robust view of what...
Trish Sadar's insight:
I agree that "Success does not lie in simply listening to customers; however by acting upon the feedback received by customers."
This article has useful advice, tips, and tools on how to do this effectively.
Make it a great day!
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Ongoing customer loyalty is difficult to achieve -- here are seven ideas to help you to transform a one-shot sale into a lifelong customer.
Trish Sadar's insight:
Great suggestions on how to keep customers for life!
I agree that you have to: 1. Know what makes your brand experience or product different and how it adds value 2. Know who your customers are (demographics and pscychographics) and go beyond what you promise over and over again 3. Always stay connected with yoru customers to continue to provide value
Beyond what this article suggests...do you have suggestions for our readers?
Make it a great day! Patricia
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A CRM (Customer Relationship Management) tool
Trish Sadar's insight:
Excellent list of CRM tools to build strong relationships with your customers!
I use Infusionsoft:)
Make it a great day!
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Exceed patient expectations by minding what you measure.
Trish Sadar's insight:
This article talks about the top 6 areas to focus on: Focusing on six elements, their quality service model proposes some key questions to help translate the customer service experience you provide into one that's exceptional.2
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A great value proposition is essential for any business hoping to clearly communicate to customers why they are different, better, and. ... In this way you become the best choice for your optimum customer.
Trish Sadar's insight:
This article give great ideas on developing effective value propositions.
To most customers they may view taglines as simply taglines; however, understanding your customer, and your unique selling proposition is important. Having a tagline that speaks to the value you create for your customer is powerful!
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Westpac CIO: Customer experience is core to our technology strategy
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Like any other skill, if you don't keep on top of your customer service skills, they will get dull and less effective. Sharpen your skills with these 7 customer service tips.
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Download this awesomely entertaining marketing activity book and have fun doing our Email Marketing Word Find, Dress up a Marketer, Revenue Cycle Maze, Thought Leader Book Match Up, Content Marketing Crossword, and so much more!
Trish Sadar's insight:
Karen Dietz shared with us...please download and check it out.
When we roll out new strategies with our employees, and work on creative ways to Share the Vision.
Make it a great day!
Michelle Gilstrap's curator insight,
August 3, 2013 12:51 PM
This just looks like we need some fun, give it a whirl 
Karen Goldfarb Copywriter's comment,
August 4, 2013 11:32 AM
You're welcome. It's Karen Dietz's clever scoop. Thanks goes to her.
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Why Improving The Customer Experience Matters: A Customer Loyalty Tale
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Customer service is tough in any industry. However, companies and organizations that produce incredible service to every customer have a clear competitive advan
Trish Sadar's insight:
Nice quotes!
What are some of your favorite customer service quotes?
Make it a great day!
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If you think airlines stopped caring about everyone but their elite-level "high value" passengers long ago, you'll want to hear Dick and Zoe Hannah's heartwarming story that — I've Via John Michel, AlGonzalezinfo, Ivon Prefontaine, PhD
John Michel's curator insight,
July 20, 2013 2:14 PM
An amazing example of an organization living out its commitment to extmil mile service. Bravo Southwest!
Trish Sadar's comment,
July 30, 2013 8:18 AM
Ivon, thank you sharing this article! A company that puts their customers first, shows how important they are, listens, and with heart gives that little extra.
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From
mashable
4 Ways to Find Your Brand's Voice
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Setting the bar for customer service excellence has never been more challenging, but a few brands continue to rise above the rest, including Apple, which recently topped the ClickFox Brand Loyalty Survey for the second year in a row as the brand... Via resumebuilder
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Want to improve customer satisfaction and take your business to the next level? We have another five tips on the customer trends that will help you succeed: Get personal with your customer service by collecting and ...
Trish Sadar's insight:
Take a look at the customer trends for 2013.
Are you leveraging any of the noted trends?
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We’re pleased to share the news that High-Tech, High-Touch Customer Service: Inspire Timeless Loyalty in the Demanding New World of Social Commerce by Micah Solomon and Harvesting Intangible Asset...
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