Customer service and support
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Online is often the first place customers look for support now and often it's not the company website, instead it's Twitter or a specialist support site like Get Satisfaction. If you can get web-self service right it can offer great cost-savings and satisfied customers.
Customer service and support quick guide
Customer service and support success factors
Dan's post on 5 things we can take from Zappos' success has a great collection of advice on success in customer satisfaction which can be applied to other businesses
1. Customers come back, order more and more often
- On any given day, about 75% of purchases from Zappos are from returning customers
- Repeat customers order >2.5x more from in the following 12 months
- Repeat customers spend more
2. Make it easy for customers to build your brand
- Superior experience drives word of mouth, so do the unexpected
- Remove the risk of purchase and make it easy to return product for free
- Fast, accurate fulfilment is worth talking about
- Deliver an "above and beyond" customer service
- Drive people to the phone, be contactable and be open
3. Talk to people!...
- "The telephone is one of the best branding devices available"
- Take time to talk to people properly
- At Zappos there are no call times and no sales-based performance goals for sales reps
- Zappos will also pay you $2000 to quit, so only the best people who enjoy the job stay
- The Culture Book makes it clear how Zappos do business and even underpins performance management
4. Build a culture that envelops customers and internal staff"€¦
- Zappos have "committable core values" that are clear, exciting and simple
- It doesn't matter what your core values are as long as you commit to them and get internal alignment
- Commit to a culture of transparency "An Ask Anything Culture"
- Zapposinsights.com focusses on lifting the lid for customers and future employees
5. Have a vision...
- "Whatever you're thinking, think bigger", comments Tony
- Does your company vision have real meaning? Without is there little chance of achieving any of the above.
- "What would you be passionate about doing for 10 years even if you never made a dime?"
Recommended member resources for Customer service and support
Ebooks on Customer relationship management
See the best sites section for customer service benchmark information.
Best websites on Customer service and support
- ACSI - The American Institute of customer service has benchmarks and case studies of online customer service
- Institute of customer service - has useful resources and satisfaction benchmark
- Zappos Insights - an initiative to help companies generate a customer service culture
Key techniques for Customer service and support
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