Customer Service
7 Groups of Difficult Customers Test Every Business
Have you ever noticed that some of your business owner friends get all the bad customers, and yours all seem fairly reasonable? Or is it the other way around? I’m always amazed that, in my…
CSAT vs CES: Does It Matter?
Many commercial businesses that provide after-sale services seek ways to improve customer loyalty through their customer service organizations. In addition, companies want to utilize their resources as productively as possible. Since there are many dimensions…
3 Instant Ways to Improve Customer Experience
Customer experience (CX) is one of the biggest factors in determining a company’s success. CX can refer to any experience a customer has with your company, be it on the phone, online, or in person….
Amazing Brand Experiences Start at the First Touchpoint
I’ll bet you’re familiar with this cliché: You only have one chance to make a good first impression. Yet, so many businesses and organizations fail at this. Take my recent experience at a 4-star (TripAdvisor…
Personalization vs. Privacy: Your Customers’ Confusing Brand Experiences
How much business do you think you lose due to poor customer experiences? Did you know that 41% of US consumers said they ditched a company because of “poor personalization and lack of trust?” And,…
5 Customer Service MUST Dos for 2018
At the conclusion of any year it is wise to look back a successes and failures but also to move forward with a specific strategy for improvement and growth. The five steps below are critical…
The Difference Between Mediocre and Great in Customer Service
Paying attention to small details can be what makes the difference between a great service experience and a mediocre one. When you observe your customers and pick up on the subtle cues and messages—both words…
4 Reasons to Love Complaints
We all know that one person who loves to complain. It feels as though they always have something negative to say about the food, or the service, or whatever they deem sub-par that evening. As…
4 Essentials Every Employee Needs to Deliver Exceptional Customer Service
This is the first in a series of six articles that will examine different aspects of delivering exceptional customer service and how it leads to increased overall profitability. Over the 6 part series, we’ll discuss…
The Review is In
Last week we explored how customers have taken to the web, social networks and review sites when they have something to say about a company or any customer service need—good or bad. This isn’t just…
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