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Customer Service
SMS Surveys Are No Small Business
Are you making good use of SMS surveys in your business? SMS surveys are an effective way to increase customer satisfaction by learning more about your customer base.
How to Ruin a Great Customer Experience
It seems really ironic that organizations can take a great customer experience and convert it to an awful experience just by asking you about your customer experience. I wonder who talks to the customer experience experts to tell them about the experiences they create?
An Amazing Customer Service Idea: The Five Dollar Lifeboat
The second-generation owner of a chain of Ace Hardware stores, Tom Glenn, tells an inspiring story about his father, Elder Glenn.
Do You Appreciate Your Customers? Do You Show It?
Aside from your employees demonstrating verbal appreciation to customers after each transaction, occasionally add the element of surprise to truly wow them. Here are five no/low-cost ideas:
Is Customer Service a Right Brain or Left Brain Function?
Often when speaking about delivering exceptional customer experiences, I, like most speakers, tell stories. Often our signature story is about some remarkable customer experience where someone has gone above and beyond to create a memorable experience and everyone is left feeling like that is the pinnacle of success.
Connected Customers May Not Be Connected
In today’s business climate the connected customers are seen as people who are highly educated and technologically social and mobile. A study was commissioned by Kitewheel and was conducted by the independent research firm Strategic Marketing Research, Inc. in 2014 to study ongoing efforts by companies to reach their connected customers individually.
Managing Customer Service Blunders Professionally
One thing I’ve learned over time… things will definitely go wrong with customers, no matter how much you work to avoid them. The key to small business marketing and branding success is how you professionally manage the blunders.
Resolve Customer Service Complaints Quickly
Do you spend more time than you would like on the phone dealing with bad customer service? Smart companies should realize that if they waste their customers’ time, they will eventually lose those customers.
Neuroscience Can Be Used to Improve Customer Loyalty
There has been some interesting work done by Dr. Daniel Kahneman, a professor at Princeton University in the area of behavioral economics. One of the phenomena that he has written about, and which has been given much attention is the peak–end rule. This rule provides some excellent guidance for building customer loyalty.
“Of Course!” Customer Service in Two Words
When traveling, I always observe how hospitality and customer service makes me like or dislike a location or business. Let me tell you, customer service and memorable hospitality is alive and thriving in Greece!
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