Customer Service

What MUST Your Small Business Spend Money On?

The business world has come a long way in the last ten years. Today, there are new tools and technology that you are told are essential to success. As a result, it’s tough to know…

A Closer Look at Apples and Oranges

I recently wrote a blog about apples and oranges as a comparison with satisfaction and dissatisfaction. In that blog, I particularly related how the NPS metric was making a large assumption about satisfaction and dissatisfaction…

Top 7 Features to Look for When Choosing a CRM

Whether you have a quickly growing small business or a multi-department corporation, you need to have a great, customer relationship management system (CRM) in place. CRM platforms help keep all the functions of your business…

Can AI Improve Customer Service?

Improving a customer’s experience is always a top priority for any brand. Customer service should be at the forefront of any brand’s priorities because a customer that feels valued and respected is a lot more…

Apples and Oranges: A Problem for NPS

I think we have been missing the mark when we use NPS as a critical measurement for customer satisfaction. The challenge to this metric is that it appears to be combining “apples and oranges.” The…

What Happened to Grace?

I love social media and the whole concept of access that it’s brought to the forefront. Ten years ago consumers had no idea how to get a company’s attention. Sure, they could call the 800…

Engaged Employees Will Engage Customers

My customer service keynote, A 2020 Service Strategy to Grow Your Business focuses on 5 specific strategies to grow your business through Common Sense Service. Today’s article focuses on Step TWO. (if you missed the article on Step…

5 Trends That Will Shape the Future of Customer Service

Business owners can make every customer interaction meaningful and memorable by taking advantage of emerging technologies. Customer experience (CX) is a top concern among leading organizations. Enterprises that know-how to deliver a remarkable CX boost…

Most People Are Disappointed by Brands

Your customers have high expectations. But who could have guessed that 82% are disappointed or upset by brands! A recent research study by Oracle CX in partnership with my marketing pal, Jeanne Bliss, takes a cross-generational look…

Top 7 Areas Where Chatbots Complement Live Chat

Customer relationship is the focal point of a successful business. Whether you are a small business or an enterprise, delivering great customer service is the lifeline of your business. Hence it becomes vital to implement…

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