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 2020: Meet & Exceed Customer Expectations Engage Employees Who Will Engage Customers Be Millennial Savvy Make It Right When Things […]
Customer Service
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 given. But there’s quite a bit of latitude in how we do it. In the latest security breach at Facebook, […]
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 financed. Sometimes I got a human and other times I did not. In almost all cases, I started with someone […]
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 when it comes to customer service—they’re not wowing customers. And I think they’re right. It’s just that important. The CMO Council […]
7 Signs You Need to Improve Your Customer Service and Support
Customer service is arguably the most essential part of a business. Without a good customer support base, you’ll find that it’s difficult to generate new customers and keep the ones you’ve already got. No business should ignore a failing customer service system, so here are seven signs yours needs improvement. 1. You Complaints Are Not […]
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 them and will explain slowly any technology that they may not understand. This is very instructive. I often say that in […]
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 empty. She didn’t say a word but just walked into the back of the pharmacy. A minute later, she came […]
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 customers while a poor experience can have a huge negative impact on your business. On average, customers who are happy […]
5 Small Business Resolutions for 2019
A new year is around the corner, which means so are your New Year’s resolutions. Normally, New Year’s resolutions tend to take on a more personal nature. Maybe you’re going to stress less, travel more, or start hitting the gym. Just because you’re planning to beef up, however, doesn’t mean your business can’t beef up […]
Ways That Cloud Communications Improve Customer Service
Customer service is key in today’s business world. Customers these days have the power to do their own research to compare products and services online, so companies need a way to stand out beyond this. How an organization reacts to customers and how they build their customer relationships go a long way in leading to […]
