Many businesses try to slash their prices to the lowest level possible in hopes that consumers will flood through their doors. They think they can vacuum up more customers who want to take advantage of lucrative deals. While low prices are important, it’s a simple fact that other aspects like good customer experienceare far more […]
Customer Service
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 that doesn’t appear to be appropriate. I am going to take a deeper look at these two parameters. I think […]
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 likely to come back. It might cost extra resources, time and money, but quite often, it’s the only thing that […]
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 1 it can be found HERE): Evaluate what your organization needs to do to implement these important steps moving toward 2020: […]
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 buyer loyalty and earn coveted word-of-mouth recommendations. Resultantly, today’s businesses compete by attempting to provide the best customer experience. Savvy […]
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 the latest technologies to enhance your business communication with your customers. So, how do you respond to your customer needs […]
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 2020: Meet & Exceed Customer Expectations Engage Employees Who Will Engage Customers Be Millennial Savvy Make It Right When Things […]
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 […]
