Customer Service
The Cost of Apathy
I live out in a newer suburb. I say “out” because bits of civilization have not reached us yet. There’s no movie theatre or Target (hopefully both are coming soon), and there’s no Panera. For…
Convenience is Today’s Currency
Step away from your marketing role for a moment and consider yourself as an average consumer. Think about how you make buying decisions today. For many people, price is still a significant consideration. But it’s…
Old Navy Gets It Wrong
Previously, we took a look at how Crock-Pot dealt with the untimely death of a beloved TV character due to a faulty Crock-Pot cord and the social media backlash that erupted from that pretend but…
A Tale of Two Reactions
Social media is a powerful tool, but it can also hand a brand some serious problems that need to be dealt with immediately. Your reaction can make all the difference. When you respond in real…
Adapting Service to Varied Generations
I was just talking with a representative of a local insurance agency who mentioned that the older clients love her. Why? Because they love the fact that she listens to them and takes time with…
Silence is Not Golden to Your Customers
I stopped by Walgreens to pick up a prescription the other day. When I gave the pharmacy tech my name, she went to the bin marked M, flipped through the prescription box and came up…
How to Create a Loyalty Program for Your Customers
Many businesses are creating loyalty programs because they recognize the value in establishing a long-term relationship with their customers, but many entrepreneurs are encountering tough challenges along the way that put them off the idea…
3 Best Practices for Delivering Excellent Customer Service
Customer service is critical for your business’s success. In fact, American consumers will spend 17% more to do business with a company they feel gives exceptional customer service. Additionally, incredible service can lead to more…
Paw Bumps and High Fours to Chewy.com
In our Go-Giver series John David Mann and I often discuss the importance of empathy and how it is one of the five—what we call—Elements of Value. I recently discussed one amazing example of such…
Embracing Call Center Technology with AI
From routing customers to providing self-service solutions, artificial intelligence is improving call center technology in a number of dramatic ways. Artificial intelligence is able to automate many of the more mundane business processes associated with…
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