Make it easy and convenient for your customers to offer feedback
October 08, 2009, 10:20 AM
Logically we know when customers complain, they're giving us useful information. But emotionally we don't like to hear it. Especially since some customers tend to be a little rough about how they deliver their feedback. And employees are often tired ...

Get the Most from Customer Service Week
October 02, 2009, 6:05 AM
Customer Service Week is a time to honor and celebrate the spirit of customer service in our organizations. Here are 7 things you can do to both honor ...

Customer Loyalty Value Calculator
October 01, 2009, 4:20 PM
Improving customer service can increase your revenue and profits. Depending on your business, increasing customer loyalty will increase one or more of these three aspects ...

Customer Retention Tip: Tell Your Customers What to Expect
September 10, 2009, 4:30 PM
You might call it a brand promise. You might call it your Customer Service Standards. Some companies call it a customer promise. I call it a Unified Message. What you call it is not as important as what you do ...

Here's how to engage your customers
September 02, 2009, 4:25 PM
A great way to serve your customers is to engage them. Get to know them. Learn who they are, what they think and how they’d like to work with you. Some studies suggest this is one of the most important ...

Google dominates in customer service rankings
August 27, 2009, 4:30 PM
When we think of good or bad customer service we don’t always consider search engines. Maybe that’s because they are free services. And we rarely have direct contact with an employee as we use a search engine. So we see ...

New Twitter 101 Guide Helps Businesses Master Twitter
July 24, 2009, 2:45 PM
The fun folks at Twitter have done the business world a(nother) huge favor. First, as we all know, they created Twitter. And most of us know there’s a lot of value in Twitter. It’s just not always 100% obvious to ...

Make it Easy for Your Customers to Engage
July 07, 2009, 9:05 AM
Recently I reached out indirectly to several large companies. As a customer I've had less than desirable experiences and I wanted to let them know. But neither of them make it easy to offer feedback. A visit to each of ...

Build Customer Loyalty with Consistency
July 06, 2009, 9:00 AM
Long term, sustainable increases in customer loyalty require trusting relationships between customer and companies. As a customer, I'll keep doing business with you if I believe your goal is to help me. The more I trust you, the easier it ...

Make Your Customer Service Better Every Day
July 03, 2009, 8:55 AM
In the world of customer service, you need to get better or you'll fall behind. The Disney organization is well known as a ...