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Kudos for Communication in B2B

Courteousness and competency are significant factors in the customer service experience. However, excellent communication skills complete the trifecta of excellence.  

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8 Communication Tips for B2B Service Organizations

Over the last several years, I’ve seen an increasing number of B2B service organizations buy into the idea that communication, a soft skill, is an essential ingredient in delivering exceptional customer experiences and in turn, hard business results such as repeat business and word of mouth referrals.

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Hitting the Road

One of the many pleasures of my job is having the opportunity to meet our clients and prospective clients face-to-face.  In this era of webinars and interaction happening through electronic means, I learn a lot more about the issues facing clients when working to improve customer service by seeing them in person.  I also learn what they like about what we are doing and areas they want to see us improve.  My in-the-shop discussions with people help me to better understand the daily challenges they face with customers, employees, vendors and a variety of other stakeholders.

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Some Things Matter No Matter the Market

Our team is in the midst of preparing for our annual ServiceConnect Client Conference next week in Nashville, TN.  One of my parts of the agenda is to analyze the performance and try to understand better what the numbers are telling us.  This year I did it a bit differently in that I took a deeper look at the things that most strongly correlate to the Net Promoter Score.  Not surprisingly, I found some things that matter to customers no matter whether you build school buses, service construction equipment, manufacture sophisticated agricultural, or machine tools.  These are the things that create delight with customers. 

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Customer Service Lessons from Electronic Arts

For the second year in a row Electronic Arts (EA), a video game company, has won Consumerist.com’s Worst Company in America by defeating Bank of America in a landslide victory.  EA is the first company in the eight year history of this competition to win in back-to-back years.  This “honor” is something no company should be proud of but EA’s response almost seemed to be and their customers are letting them know.

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