Customer Service
8 Sure-Fire Ways to Improve Your Delivery Service
No matter whether you suffer from careless workers causing you traffic fines such as this one, or you only want to boost your ratings in the field of delivery, performance is key. Your delivery flow…
How Likeable is Your Front-Line Customer Service Team?
What are the factors that make a front-line employee as likeable and does this impact your business success? Here are just a few common sense factors that I have seen in my 25 years of…
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…
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