Customer Service
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…
Are You Meeting & Exceeding Customer Expectations?
My new customer service keynote, A 2020 Service Strategy to Grow Your Business focuses on 5 specific strategies. Today’s article focuses on Step ONE. Evaluate what your organization needs to do to implement these important steps moving toward…
7 Ways Automation is Helping Support Teams Deliver a Personalized Customer Experience
Businesses need loyal customers for long-term growth and profitability. But what’s the best way to get them to stick around? One of the keys to effective customer retention is the creation of a personalized customer…
Delivering Bad News
It’s inevitable. We are going to screw up and have to share that with our customers, prospects and in many cases, with our employees or teammates. That we will have to do it is a…
Don’t Forget to Check In
I am not a fan of the restaurant manager check-in trend that seems to be the rage these days. I like the concept—a manager who is genuinely concerned with their customer’s experience but the execution…
3 Best Ways to Successfully Deal with Customer Complaints
For any business, customer complaints are one of the most stressful and difficult things to deal with. It’s tempting to ignore them completely, or at the very least become defensive over your brand or product….
How Improving Your Digital Product Experience Can Advance Your Business
Why Improve the Digital Product Experience? In a digital age, there are endless options for just about any online service or product. Customers can exit out of your digital product just as quickly as they…
How to Say “I’m Sorry”
Previously, we examined the reasons why more brands are feeling the need to say they are sorry in a very public and expensive fashion these days. I want to take a minute and dissect one…
Is There a Human in There Somewhere?
My dad passed away almost a year ago and, as executor, I had to make a lot of official phone calls to everyone from the social security administration to Hyundai where his car lease was…
We Still Aren’t Wowing Customers
According to a study from the Chief Marketing Officer (CMO) Council, brand managers and chief marketing officers admit they’re worried that their jobs are at risk because they aren’t knocking it out of the park…
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