Customer Service
6 Crippling Customer Service Non-Calls
The most devastating customer service calls are the ones you don’t get. They are far more damaging to your business that the ones you get a chance to answer and respond to. When you have…
Building a Loyalty Model
The kind of loyalty model I will be discussing in the next several blogs is a basic business model that is often used in strategic management. The basic premise of the model is that customer…
Another Look at Your Customers
In my previous blog I discussed the tyranny of the urgent and why is such a limiting perspective in understanding customers. I closed the blog by pointing out that the focus should always be on…
Who Are You Listening To?
The “tyranny of the urgent” is a phrase that is commonly used when working in a service environment. The phrase reminds people that “urgent” requests often take priority over “important” requests. Service managers often find…
7 Social Listening Hacks to Boost Customer Loyalty
The importance of customer loyalty is unquestionable. Making every customer a satisfied, regular customer is an ultimate goal for business owners. However, fostering true customer retention is as far from easy work. You need to be…
Make Sure Every Detail of Customer Service is Evaluated
“Look through your customer’s eyes. Are you the solution provider or part of the problem?” ~Marlene Blaszczyk My significant other, Ellie, just had knee replacement surgery. The procedure went incredibly well, but we needed to…
Save Your Sanity and Fire That Problematic Client
When entrepreneurs launch new businesses, they go to extraordinary lengths to earn clients. We’ll take any meeting, make dozens of cold calls and send out hundreds of emails. Slowly, our hustle is rewarded as our…
Words Have Value, Too!
A lot of time and energy is spent quantitatively analyzing the results of surveys. The survey may be based on metrics such as customer satisfaction, NPS, customer effort, or customer experience. This quantitative analysis may…
4 Ways Finding and Retaining Customers Starts with Management
The goal of management in any business is finding ways to create customers. This means sound policies for developing relationships not just with existing customers, but with as many potential customers as possible. Here are…
A Mixed Bag of Personalities: How to Handle Difficult Customers
We’ve all been there as children, standing in front of the sweets counter deciding which sugary treats to buy. My decision was always made up when I saw a big bag of jellybeans. I’d spend…
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