12 Customer Service Insights from the Pros

sharing customer feedback transparently

12 Customer Service Insights from the Pros

Picture of Adam Ramshaw
Adam Ramshaw
Adam Ramshaw has been helping companies to improve their Net Promoter® and Customer Feedback systems for more than 15 years. He is on a mission to stamp out ineffective processes and bad surveys.
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Customer service is important for every business and I want to make sure that here at Genroe we’re delivering great service. But what is great customer service?

Having owned a business for 20 years I already had some of the answers but I wanted to find out what the experts knew; so I asked them.

I asked people who were either small business experts or customer service experts one simple question to really get to the heart of what they believe is important for customer service:

What’s your personal, number one, customer service must do?

The responses were great. Insightful of course, but also inspirational, challenging and actionable for businesses of all sizes.

Take a look for yourself.

Karen Beattie
Founder and Managing
The Growth Faculty

Immediacy is key

Kristine Chompff
Marketing Manager

Know which 20% of customers that give you 80% of your business and providing them with over and above service”

Sean D’Souza

Be personalised

“I, for instance, will talk about the fact that we’re in the “future”. When it’s July 9 here in NZ while it’s still July 8 elsewhere.

Little things matter.

A client wrote to me about a product on Info-products (our home study that’s about to be released). He’d already bought an earlier version of it. Would he need to buy it again? I wrote back relating my new product to how Michelangelo would carve a second David. Would he do the same? This client was from Italy and I’m assuming the David scenario was closer to home than say, “The Statue of Liberty”

So be personalised in your responses.”

Lisa Ford
Speaker and Author on Customer Service Issues

Be reliable

“Do what you say you will do, when you say you will do it and do it right the first time.”

Aside: Our research agrees with this. Do what you say you will do is often in the top 3 most important business attributes.

Annette Franz
Coach | Keynote Speaker | Author | Putting the “Customer” in Customer Experience
CX Journey

Understand/know your customer

“If you don’t know who your customer is, what he’s trying to do, what his preferences are, etc., it will be much more difficult to deliver the service he expects. Customers today expect a more-personalized experience; that can’t happen if you don’t know them.”

Shep Hyken
Customer Service and Experience Expert | Keynote Speaker | NYT Bestselling Author
The Customer Focus

Create Confidence.

“Without confidence, you can’t expect to have customer loyalty. The customer’s experience must be consistent and predictable. The customer must “own” the experience.”

Flavio Martins
Vice President.
DigiCert, Inc.

Think for the customer

“Truly serving customers means not only giving customers what they ask for, but thinking of innovative ways your products or services can be applied to solve the problems customers haven’t yet realized they have.”

Brian Moran
Founder/CEO at SmallBusinessEdge


“Deliver in a timely manner, on all of your promises to your customers. If something is wrong, fix it.”

Bill Quiseng
Chief Experience Officer | Customer CARE Expert | Speaker
Bill Quiseng


“Most small businesses sell similar products at about the same price. Most businesses also are intent on offering prompt and friendly service.

So what would differentiate one small business from their immediate competitor or from the big box retailer who could be selling a similar product at a lower price? The answer is to deliver a more personalized service by getting to know the customer and responding to the customer’s specific needs for the product he is thinking about purchasing from you. In other words, “Think INTERACTION, not transaction”

Ramon Ray
5x serial entrepreneur. 3x exits. 5x author. Motivational speaker & event host.

Proactively resolve customer friction points

Bob Thompson
Founder/CEO, CustomerThink | Author, Hooked on Customers
Customer Think

Be nice

“From our research we know that “friendly” is the word most often associated with excellent customer experiences. Yes, it’s important to be responsive. Of course customers want fast service. But customers are more likely to remember you if you treat them nicely.”

Doug White
Owner at Gather a co-working community

Matthew 7:12 – Do unto others as you would have them do unto you.

I've created a step by step guide to implementing an Effective Customer  Feedback process: Download it Here