Categories
Jill Johnson

Build Robust Customer Relationships by Taking a Proactive Approach

By Jill J. Johnson While today’s sales process can appear streamlined and online, it creates complexities and confusion for consumers who have vastly more options in a global marketplace. The internet has blurred traditional sales territories because consumers can now search the world for the products and services they want or need. Finding the right […]

Categories
Dana Morgan-Barnes

Make Kindness the Cornerstone of Your Business

By Dana Morgan-Barnes Business is no longer a “dog eat dog” proposition. Instead, we are seeing how being kind, even in our business dealings, can make you “Top Dog.” Ok, animal metaphors aside, why is being kind so good for business? It’s a known fact that we like to do business with people we know, […]

Categories
Emily Safrin

How to Win at Customer Service

3 Strategies for Converting Customers into Brand Devotees By Emily Safrin When Scarlett hung up the phone, she was close to tears. Even more unexpectedly, so was the customer service representative on the other end. How did a seemingly simple inquiry end in two people so frustrated they were on the verge of a breakdown? […]

Categories
Tra Williams

Great Expectations: The 4 Foundational C’s of the Customer Experience

By Tra Williams  Remember the old saying that if you never expect anything then you’ll never be disappointed? Well, that might work on blind dates and birthday presents, but in business, expectations are impossible to avoid. For every action that a customer takes, there was an expectation that preceded it. Obviously, customers take action because […]

Categories
Peter DeHaan

The Perfect Answer: The Ideal Way to Answer Your Phone and Make a Great Impression

By Peter Lyle DeHaan , PhD How often have you called a company and wondered if you reached the right number? All too often, busy people answer calls hurriedly, haphazardly, or incompletely. Or perhaps the receptionist seems out of breath after spitting out a lengthy, tongue-twisting greeting. Also, it’s vital that an organization answers every […]

Categories
Peter DeHaan

A Shocking Experience

When I call a contact center, I pay special attention to what happens. I can’t help it. Over the years I have evaluated and critiqued enough calls that it has become habit, even though I no longer need to do so. Fortunately, this tendency provides anecdotal fodder for articles and the occasional righteous rant. One […]

Categories
Michele Wierzgac

Strategies for Remaining Indispensable at Work: Proving Your Value

By Michele Wierzgac, MSEd The economy is booming—great! But wait—organizations continue to focus on cutting labor costs. Why? Labor costs comprise 80 percent or more of an organization’s operating costs. This fact clearly creates another problem among the workforce—protecting your job. How then can you remain indispensable at work? By bringing attention to the value of what you do. How do […]

Categories
Peter DeHaan

The Myth of Self-Service

The idea of self-service has existed in many industries for years and even decades. This includes self-serve gas pumps, checking your own groceries, buying airline tickets online, and banking. Gas Stations First, let’s consider gas stations. Unless you are a 30-something driver or younger, you probably remember the days of full-service gas stations. In fact, […]

Categories
Tra Williams

The Wow Factor: The Ten Commandments of Creating Lifetime Customers

By Tra Williams Everyone has experienced this at one time or another. What you thought was going to be a simple everyday transaction for a product or service, turned out to be an experience that earned your lifetime loyalty as a customer. Sadly, it doesn’t happen very often. Which is exactly why it’s so surprising […]

Categories
Kate Zabriskie

5 Signs it’s Time to Say ‘Goodbye’ to Your Customer

And How to Breakup the Right Way By Kate Zabriskie Goodbye customer! It’s nothing personal (at least not usually). Sometimes customers’ expectations can’t be met, other times customers require an inordinate amount of time, and on rare occasions, a customer’s behavior may expose an organization to undue peril. When any of those situations occur, it’s […]