Customer Service
The 2016 Customer Election
While watching the never ending media commentary on the 2016 election, it occurred to me that the political arena is not the only place where a new reality has emerged. The fight for customers in…
What’s Your Oops Plan?
Every business needs to have an oops plan—a pre-determined course of action that allows you to make amends with your customers when something goes wrong. This isn’t something you can create on the fly—it needs…
Good Answer! Responding to Customer Compliments
If your front line customer service staff is doing everything right, then they will likely receive customer compliments. Woo HOO! What a customer service representative says in response to a compliment may be as important…
The Future of Personalization
If you haven’t been thinking about the future of personalization, you should. The CMO Council released a fascinating study, looking at how marketers are viewing/using personalization and what that means for all of us down the…
7 Tips to Continuously Improve Your Customer Experience
Every company claims to provide good customer service. If you do the same, you are just one of many vying for your customers’ business. If you want to break through and truly show you are…
How to Keep Customers from Falling Through the Cracks
If you’ve put in the work to get a customer to commit to your business, the last thing you want to do is lose them because of poor communication. A customer falling through the cracks…
How Have You Helped Your Customers Improve Their Outcomes?
At the end of the year, there’s always a huge intensity of activity. A lot driven by the various holidays we celebrate, a lot driven by year end (or quarter end), and some driven by…
Your Customer’s Tennis Ball
My friend, branding authority, and Certified Go-Giver Speaker, Bill Ellis emailed me a great poster that showed a photo of some dogs—apparently at a museum for those of the canine persuasion—staring intently at a painting of a…
6 Valuable Tips to Improve Customer Service
There are many different aspects of your role as a customer service representative, regardless of whether it’s face-to-face or on the telephone. Understanding some of the key tips that improve customer service will enable your team to do…
7 Things NOT to Do When Managing External Customers
“Without customers, your [small] business would not exist. It’s that simple. Your business success and longevity depend on acquiring and retaining its target customers. You can’t do so without developing and maintaining a customer-centric mindset.” (Beyond…
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