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Jill Johnson

Gaining Strategic Clarity When Your Crystal Ball is Cloudy

By Jill J. Johnson, MBA Today’s business climate continues to be exceptionally complex and volatile. Even as we move into this “new normal” environment, we no longer have the luxury of being able to take for granted that shifting trends will be visible or that customer needs will be stable. Now is the time to […]

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Kate Zabriskie

Communicating Compassion to Customers in Tough Times

Six Connections Suggestions for Showing Empathy By Kate Zabriskie Hi. This is Trish with Copytech and we’re running a special on ink I thought you might be interested in. Really, Trish? Our business is down so much that we’re barely making copies right now. Thanks for being tone-deaf. No, I don’t want to hear about […]

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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 […]

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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, […]

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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? […]

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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 […]

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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 […]

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Peter DeHaan

A Shocking Experience

By Peter Lyle DeHaan, PhD 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 […]

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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 […]

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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 […]