5 Tips to Disrupt Your Customer Service and Beat the Competition

We’re currently in the middle of a transformation, where digital technologies are disrupting the way we conduct our business. Customers are still at the...

Give Your Customers the 5-Diamond Treatment

Retail sales are moving from brick-and-mortar stores to online, but doesn’t mean you can slack on your in-store service. In fact, customers rank in-store...

Be a Customer Complaint Hero with These 9 Steps

Some people perceive customer complaints as a pain in the butt. I suggest they take a 180° turn on this attitude. Customer complaints are gifts!...

The Role of AI in Customer Experience

Trends in the customer service space are showing that by the year 2020, the use of chatbots, a form of artificial intelligence, will skyrocket...

Convenience is in the Eye of the Beholder

I have a message for you from your customers. This is something they want you to know: “I don’t really care how you would...

Are You Good at Digital Customer Service?

Your small-medium business or nonprofit customers have high expectations when it comes to customer experience and service. “As connectivity becomes ubiquitous and customers grow used...

The 4 Cs of Contact Center Customer Service

Recently I had to call the contact center of FootJoy regarding an order I had placed on their website for golf shoes. With a...

The Like Element

We’ve talked several times about the concept that no one buys anything until they know, like and trust the company who is doing the...

2 Simple Customer Experience Principles to Live By

Tommy Smothers of the Smothers Brothers – if you don’t remember them, look them up on YouTube – used to have a short comedy...

Do Your Customers Give You Chances When You Screw Up?

Everyone makes mistakes. It’s part of human nature. But what happens when your business or organization makes a boo-boo? Do your customers forgive you completely? Well,...

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