Do you identify and address customer issues, or do you wait for customers to reach out for help? If you’re in the first group, you’re on the right path, as today’s customers expect proactive service.

With a plethora of choice of suppliers, more than ever before, customer service is becoming THE driving factor behind consumer loyalty. It is not just increased choice that is facilitating customer ...

Proactive support is anticipating and fulfilling your customer’s needs before they even have to ask. It would be like going to a friend’s house after a long, hot walk, and them opening the door for ...

I first started writing about the benefits of a more proactive approach to customer service and experience back in 2013. It seemed to me that the benefits were clear: delivered well a more proactive ...

Companies typically employ both proactive and reactive customer service strategies. Proactive service refers to processes and techniques used to protect against customer problems and to motivate ...

Proactive customer support is all about identifying and resolving customer issues before they turn into bigger problems. Customer service experiences rarely delight us. Most of us can detail an ...

Previously in Why Relying Only On Reactive Customer Service Is No Longer Good Enough, the first in a series of three articles on proactive customer service, we looked at establishing the business case ...

Customer service is a broad and expanding field. The manner, techniques and customs of providing customer service make this go-to-market strategy complex. However, when executed well, customer service ...

Everybody has one: a customer service experience so horrendous they’ve sworn an oath they will never go back to that company. We all have a service we won’t use, an airline we won’t fly or a brand we ...

Proactive field service is about being one step ahead of your customers. It requires systems that meet customer needs while minimizing their efforts. When thinking about moving from a reactive field ...

Customer experience is entering the sci-fi age: knowing and understanding customers on an individual level, providing personalized service, and dedicated moments. All of this is becoming possible ...