Customer Service
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…
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…
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