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Published: Thu, 27 Apr 2017 00:11:50 -0500


Embracing the Concept of Customer Advocacy

Mon, 24 Apr 2017 09:17:06 -0500

At the point where your clients and prospective clients are totally involved with what you are doing and what you are offering. Those clients and prospects also have the ability to become loyal advocates for your brand.

How Can You Recover From Customer Service Blunders?

Wed, 19 Apr 2017 12:44:34 -0500

Every day for the last week my newsfeed has been riddled with customer service disasters, and it really does bring three issues to light: Right or wrong, it happens to everyone, There is more than one side to every story, and; The speed at which bad publicity spreads is lightening fast. So, what do you do?

Dealing With Equipment Failures

Tue, 04 Apr 2017 14:53:30 -0500

Failure is an integral part of our lives. In fact, in a lifetime, we may come across more failures than successful incidents. Although we may keep the latter close to our hearts, the former ones should be taken as great strides toward our learning. If you happen to be dealing in the commercial kitchen equipment space, you are bound to have come across many moments of failures, which may not be something to cherish. They must be moments riddled with challenges to manage the downtime, equipment failure, unwanted unprecedented incidents disrupting the work flow of your kitchen, revenue losses for the food outlet and so on. But each incident can teach and prepare you for the future.

Professional Digital Marketing Agency - Why Choose Them for Your Business?

Mon, 20 Mar 2017 09:25:07 -0500

The digital marketing has created a lot of buzz in the market and people are choosing this particular platform to expand their business in various markets. The companies are hiring professionals who can help the business and make the fight the competitors in the relevant field.

5 Ways To Boost Conversions With Dynamic Content

Mon, 13 Mar 2017 09:05:13 -0500

Your chosen dynamic content has already worked a long way to gain ultimate satisfaction to your website. You have already increased the current conversion rate of your firm.But is that all? Well, not exactly. As technologies and Google algorithms keep on changing on a flexible count,

Amazon Is All Set To Unsettle The Call Center Outsourcing Industry

Tue, 07 Mar 2017 21:26:10 -0600

After creating a niche in the retail industry, Amazon is all set to occupy the call center industry. This is certainly a big threat for the businesses in this industry, as Amazon is known for its capability of assessing the target market and coming up with groundbreaking solutions that are armed to swing competitors.

Can Panera Deliver the Knockout Blow, Or Will They Miss It?

Thu, 02 Mar 2017 07:47:52 -0600

Panera has done some amazing things over the past couple of years... but are they enough to deliver a knockout blow to their competition? Only Panera knows for sure but I am hopeful they are going to deliver a big knockout punch instead of miss a huge opportunity. Based on an article in the Wall Street Journal, "What Panera Had to Change to Make Its Menu 'Clean'" the CEO, Ron Shaich, describes how they have completely changed most of their food ingredients to be much healthier and without chemicals... kudos to him and Panera. This is a great start and something every company needs to be doing today and into the future. By doing this, Panera is definitely taking the lead and jumping out in front of many others. But there's an inherent problem with this strategy... have you recognized it yet? I believe they are well positioned to deliver the "Knockout Punch" if they recognize and seize the opportunity... but will they recognize it or miss it? Here's the Knockout Punch... adding an incredibly remarkable CUSTOMER EXPERIENCE to their existing leadership position with their products!!

One Simple Way to Improve Your Customer Experience by 100% Immediately

Wed, 01 Mar 2017 08:46:17 -0600

SHUT UP! I know... it sounds harsh but it makes the point. The key is to stop talking. It has become a "knee-jerk" reaction today to come up with excuses or reasons why you couldn't deliver an awesome customer experience. Employees are well armed today to do battle with any customer over why something didn't work the way they wanted. It's become the norm, not the exception to refute, excuse away, or simply deny the situation. I can almost guarantee you that if you are having issues with customers and they aren't having an awesome experience, this is one of the issues going on in your company. Giving employees a process and training in this area can make a dramatic improvement almost immediately after training. If you just did this ONE THING in your company, you could dramatically improve your customers' experience. IT WORKS... and it can completely change the mindset of your employees to one where they feel they are truly helping their customers. And the morale of the company increases because the employees aren't thinking in terms of "doing battle" any longer but they are now thinking in terms of a "collaborative win-win" discussion.

How McDonald's (and Others) Can Find Their Way Back

Sun, 26 Feb 2017 18:01:27 -0600

There have been a lot of articles talking about the big challenges McDonald's faces and how they are trying to find their way back to dominance in the fast food industry. Much of the discussion has been around their new ad agency and how they have been getting a lot wrong lately. McDonald's was built on being awesome! They came up with a model to deliver mediocre food quickly and with an experience. Customers enjoyed eating in as much as using the drive through experience. And as they added playgrounds and happy meals with toys and fun activities inside the meals they continually added to the experience. Food remained mediocre and even when they added some new products they weren't anything spectacular. You could always get a better burger from the local burger joint. But as they kept growing their experience they kept adding more and more loyal customers. They forgot about what it's like to be AWESOME! If McDonald's made a strategic decision to go back to being an experience for people they have a shot at being on top again. It's really that simple... they just aren't seeing it at the moment.

Win The Battle, And Win The War!

Sun, 26 Feb 2017 17:56:21 -0600

When a customer has a valid complaint, don't try and win the battle and lose the customer forever. Work to satisfy them to keep the customer and win the war.

Customer Experience Management: What It Is & Why It Matters

Thu, 23 Feb 2017 10:55:41 -0600

With the purpose of optimizing customer interaction and fostering loyal bonds with the customers, companies often adopt the process of maintaining database that contains all the information about the customer interactions with the company including purchasing details to the feedback provided by them. The concept involves keeping a track, overseeing and organizing all interactions in a customer life cycle.

Find Different Uses and Types Of Gable Boxes

Wed, 22 Feb 2017 05:46:23 -0600

The gable boxes are special packaging items that can be used for various purposes. They are widely used for packaging and transporting various items because of the quality of the material used in making them and the style. Another feature that makes the gable boxes to be more useful is the handles. They can be placed on top these boxes to make them easy to carry different items.

Tips To Excel As A Delivery Service Company

Mon, 20 Feb 2017 09:03:54 -0600

To become one of the leading delivery service companies you need to know the pulse of your customers. A delivery service company must be fully devoted to fulfilling their customer's needs if they want to rise above the rest. To make them unforgettable they should also provide that little extra to keep their customers happy. You're taking care of other people's business and are not just earning money or moving cargo. Whether you're delivering documents, food, medical supplies, or a life-changing device, your service should exceed customer expectation.

Why Must Call Center Managers Avoid Micro Management?

Mon, 20 Feb 2017 07:12:54 -0600

Being at a managerial position is an uphill battle because you have to constantly motivate your team to perform better while keeping up with the rules and regulations of the organization. In an organization, managers are the pillars who support the whole workforce infrastructure by strengthening the core competency and managing all the assigned tasks with the aid of their subordinates.

Quality of Concern for the Opportunity of Connecting to a Patronizer of Your Service or Business

Sun, 19 Feb 2017 10:59:54 -0600

***What makes the quality of your service individual and distinguishable when compared to another vendor of the same category? In whatever industry you choose to subscribe, understand that it can expand your financial status. Entertain a business prospect with grace to the degree of the highest quality. Enhance the thing that you do the best in the utmost excellence of your ability. Do it for yourself first, and please be cognizant that as patrons ourselves, we all know that we have many opportunities to entertain when shopping or engaging a service industry selection. Competition is tight nowadays and the one main factor that can make or break a sale is usually the factor that is taken for granted the most: Customer service..Consumers and patrons, as you and I, are fellow, emotionally driven souls, aspiring to feel appreciated. Relish the opportunity to be heard. You would think that after so many years of technology and immediacy that society would be less emotional and more logical. It appears, for the most part, at least from my perspective, society has not advanced emotionally as fast as we have technologically... Rejoice in the knowledge that true concern always wins in the end.

Tips On How To Get The Most From Customer Service Representatives

Tue, 14 Feb 2017 13:25:56 -0600

Almost every company has a customer service desk that is meant to handle all the customer complaints. Most of the representatives are friendly and are always ready to help you. While this is the case, it doesn't mean that you always get what you are looking for. This is because many people make plenty of mistakes. To help you out, here are tips on how to get the best service from the representatives.

How Retail Call Center Services Can Improve Their Customer Service Experience

Fri, 10 Feb 2017 07:29:09 -0600

Satisfied customers will not just come back to you but also recommend you; when they are appeased with what you are offering, they recommend you to acquaintances thus becoming a walking advertisement. This is the reason why customer satisfaction should be the topmost priority for every business. If you are a business owner then you should necessarily implement the changes that can aid in boosting the customer satisfaction rate.

What Makes an Organization Great? The Starbucks Story

Fri, 03 Feb 2017 10:09:47 -0600

When we think of excellence in business or what is known as Best in Class, what is it that drives such a company? Quite often it is as simple as being excellent at customer service. We have all seen companies that are terrible at customer service. It isn't that these organizations think the customer isn't right. In some instances it's as if the customer doesn't count. Somehow these organizations consider the customer to be a necessary evil to their business and treat them as such.

How to Create an Amazing New Customer Experience

Tue, 31 Jan 2017 07:37:19 -0600

The most important thing about a new sale is what happens AFTER the sale. It costs five times as much to attract a new customer than to keep existing ones.

Proofreading - How Can They Save You From Delivering Wrong Contents?

Thu, 19 Jan 2017 10:17:22 -0600

Proofreading is an excellent work done by the individuals to make your writing error-free. They can figure out all the mistakes and correct them as per their knowledge and sense. Proofreaders have gained strong importance in different industries.

Choose The Best Courier Service Company For Efficient Package Deliveries

Thu, 19 Jan 2017 07:07:06 -0600

As much as communication has been eased by technological developments, courier services are still very important. They make it possible for you to send personal or business package to your clients or relevant recipients. The best thing about courier services is that you do are not only able to enjoy local deliveries, but you can find a company that also offers international deliveries to make sure your packages arrive safely to the other side of the globe.

Your Call Center Outsourcing Vendor Can Be Evil

Wed, 18 Jan 2017 07:36:37 -0600

However, call center outsourcing vendors can be evil; yes, you read that right and even the most well-established contact center might be absolutely dysfunctional. You need to steer clear of such vendors and should not be deceived by their fake promises and..

How Custom Product Boxes Can Benefit Many Businesses and Retain Customer

Wed, 04 Jan 2017 11:39:13 -0600

Custom Product Boxes - At this modern era success comes to those who are adopting unique marketing techniques for their brand to stands out in the competitive market no matter what you are offering. With this intention to grab customer's attention quickly, your product packaging needs to be different from their competitors. Keeping this in mind the custom product boxes is an awesome marketing tool for offline advertising to represent their brand to fit your market needs.

6.5 Hard Truths on How to Provide World-Class Customer Service

Tue, 03 Jan 2017 08:24:52 -0600

The urge to deliver world-class customer service is the differentiating factor between you and your competitor. Your customer service representatives hold the ultimate power to attract or push away your customers. Good customer service leads to satisfied customers. In turn, this provides a snowball effect as your client base grows the more satisfied customers you have. A good customer experience will translate into a better reputation for your business. Below are the hard truths about customer service that should never be neglected.

Three Words You Never Want Your Customers to Say (or Think) and How to Avoid Them

Tue, 27 Dec 2016 09:12:25 -0600

There are three words that you not only don't want to hear, they should never even cross your customers minds if you are properly interacting with them. Learn what they are and how you can prevent hearing them from your customers.

4 Support Pillars Of The Retail Contact Centers

Tue, 27 Dec 2016 07:40:45 -0600

In this article, the author has talked about the four pillars of support of a retail contact center. Every structure needs pillars to stand robustly against the test of time and bear the environmental impact. This is the reason why architects add strong pillars to various structures.

The Coffee Shop Swing Manager Had Lost Control Of the Store During a Rush

Tue, 20 Dec 2016 07:14:52 -0600

Not long ago, I was at a popular nationwide coffee shop and was happy to see everyone was totally friendly and nice. The place had a line and was a little hectic, it was as if everyone was trying to double-time it and move the customers through the process. At first, I thought everything was under control, that I'd get my coffee and go find a place to sit and everything would be fine. Well, not more than 10-minutes later, I had reached the front of the line, ordered and noted the long line of cups ahead of me waiting for the baristas to grab and start making.

How to Create Top-Notch Customer Service in 5 Easy Steps

Wed, 14 Dec 2016 06:52:47 -0600

We all know that it's true - if you increase the quality of your customer service, you can increase customer satisfaction and loyalty. What many companies haven't figured out is exactly how to do that. You can't just pay lip service to the idea of improving your customer service.

Oil & Gas Industry Safety Simulation Videos

Tue, 13 Dec 2016 10:15:48 -0600

Making your oil and gas safety videos is very easy when you are using the right gear. You want to make certain that you have equipment that will work for anyone, and you want to make it look professional so that everyone you show it to will get the right impression of what you are doing.

4 Must-Haves to Make Your CRM Efforts Worth Your While

Tue, 06 Dec 2016 09:52:19 -0600

The more consumers you reach - the harder it becomes to manage your contacts beyond the 1st interaction! Herewith some tips on how to achieve long-term CRM success!

Identifying an Advanced Customer Management Software

Mon, 05 Dec 2016 10:55:24 -0600

These days companies require effective customer management software to ensure the continuous growth and stability of their business. Running a business, after all, is not just about delivering products and services, and making a profit.

When You Decide for Your Customer

Wed, 30 Nov 2016 10:28:49 -0600

Working in sales or service you will have customers, and your customers cannot always take the next step (EVEN WHEN THEY ARE DYING TO!). Learn about a decision I make to move forward, on calls, in person, or in unfamiliar territory.

From Bucket List to Loyal Patron

Mon, 28 Nov 2016 08:30:37 -0600

Great marketing provides us with an opportunity to stimulate interest in our business, drawing customers in to sample what we have to offer. Successful efforts may even garner you a position on the "bucket list"; that small ranking of must-see once, must-do once, must-try once products and services that includes of course, your competition.

How to Handle Customer Complaints Properly to Build Business

Wed, 23 Nov 2016 10:36:38 -0600

Every business receives customer complaints. If you want to build your business you must pay attention to the complaints and resolve them quickly and positively.

How Can You Save Your Time and Money While Cleaning Your Floor Tiles and Garden?

Tue, 22 Nov 2016 08:34:11 -0600

Floor tiles and garden need a daily maintenance. People now-a-days are opting for advanced machines that can make their work simple and uncomplicated. These dual-functional machines save time and energy and are worthy to spend money on.

Communication Is Essential to Good Customer Service

Tue, 22 Nov 2016 07:16:05 -0600

Communication is an important element of a quality service company. Actually, let's rephrase that... Good and effective communication is essential in providing excellent customer service.

How Can You Make Your Customers Love You? Become the Gamgee

Fri, 18 Nov 2016 14:35:42 -0600

If you want your customers to truly love you; to be loyal to you, you must realize your place in their life. Your business may be great. What you sell or provide might solve your ideal customer's problem to a "T", but the sooner you realize your business has actually very little to do with you, the more successful you will be.

NPS Score Is Not a Silver Bullet

Wed, 16 Nov 2016 09:40:00 -0600

When net promoter scores were first introduced in 2003, they were seen as a scientific way to measure customer satisfaction for the purposes of improving performance. In the 13 years since, however, companies that have embraced the scores have had a tendency to pay so much attention to them as to neglect other, more important things.

Predictive Analytics: A Tool to Improve Customer Experience

Wed, 16 Nov 2016 09:37:29 -0600

At the end of the day, what is the strongest determiner of whether a company will succeed in the long term? It is not pricing structures or sales outlets. It is not the company logo, the strength of the marketing department, or whether the company utilises social media as an SEO channel.

Your Guide to Net Promoter

Wed, 16 Nov 2016 09:36:54 -0600

As a business owner or executive with high hopes of your company being around a long time, you often find yourself wondering what customers think about the products and services your company offers. You need a way to measure customer satisfaction and loyalty, a way that produces actionable results.

Why Cosmetic Industries Are Choosing Cosmetic Packaging At Wholesale

Fri, 11 Nov 2016 14:53:52 -0600

Cosmetic packaging wholesale is a wise choice for every cosmetic business. These boxes are created with premium materials to secure and deliver products in the most delight way. The material used in creating these boxes also varies in their thickness level. The thickness of the material which ranges from 280 GSM to 550 GSM can also be determined by the customer. Window designs are also created in these boxes to increase the visibility of the product. Handles and other special features like ribbons and bows are added to entice consumers.

How to Increase Customer Satisfaction With Quality Customer Support

Thu, 10 Nov 2016 14:42:11 -0600

Every business operating in today's market has to have some sort of office that caters to the needs of their clients. Typically, this comes in the form of customer support. However, it's one thing to have a client relations division, and another to ensure that each client gets the best services possible.

Is The Customer Always Right?

Tue, 08 Nov 2016 14:33:43 -0600

"The Customer is Always Right!" Many businesses live by and preach this phrase. But is this a good strategy to follow? Probably not... but which question should be asking instead? Learn why not all customers are worth keeping.

Five Steps of Service Executed By Apple Service Centers

Tue, 08 Nov 2016 13:27:19 -0600

Apple is one famous brand for gadgets like computers and mobiles. Every time the latest range of Apple products is out, people go bonkers over it. This is due to the fact that Apple has always offered a new and innovative experience to its customers. No doubt most of the customers don't even require a lot of convincing to buy Apple products. Not just this! Apple is also famous for its after sale services delivered by authentic Apple service centers. These service centers have a skilled and trained team of professionals who not just fix Apple product problems but also educate the customer on how to use the device effectively.

The Golden Goose of Subscription Business Models Takes Special Handling to Thrive

Thu, 03 Nov 2016 10:42:58 -0500

Subscription models can work exceedingly well for a wide variety of industries, including retail, grocery, software, online content and more. However, handled poorly, without due regard for consumer convenience and value, the model can damage a company's reputation, and end up costing far more than selling items on demand.

Pay Per Ticket IT Support And Its Benefit

Wed, 02 Nov 2016 07:54:58 -0500

Business are growing with the speed of light and IT support also play vital role in the growth of business. Today's world almost every company provide customer services or IT Support.


Wed, 02 Nov 2016 07:51:04 -0500

The old traditional Customer Surveys, for the most part, are dead. No one has the time to answer them and they usually don't get to the heart of the matter of what is really going on with a business or their customer experience. There might be an easier way to get some awesome information... just ask one key question! I've always believed that simpler is better. I would rather have some great input and answers to just one question than mediocre or meaningless information from 10 questions. And the customer would rather answer just one question... especially if it was a really great question that allowed them to share some key insights on their experience with your company and something that meant a lot to them. So what's the one question Beth asked her leadership team?

Mastery of Customer Care - How to Create Lasting Relationships With Your Customers

Tue, 01 Nov 2016 11:42:17 -0500

When you run a small independent business, such as a salon or a spa. The relationship you build with your clients will dictate the success of your business. These suggestions will help you develop the right mindset to build those valuable relationships. Learn how to meet and exceed a customers expectations and encourage them to return for your service time and time again.

The 5 Point Plan to a Perfect Customer Experience

Mon, 31 Oct 2016 09:07:07 -0500

We might start in this advice by offering the old chestnut of 'under promise and over deliver', which is exactly what we've done. Although we've called it a 5-point plan for the perfect customer experience, there are actually ten points, five each for customer and vendor alike. Bear them all in mind, and there's no reason every transaction shouldn't go swimmingly


Mon, 31 Oct 2016 08:02:37 -0500

Everyday your employees have a choice in how they help your customers solve problems or purchase your products/services. What choice will they make when it comes to handling your customers? What "GUIDE" do they follow when helping your customers? NO manual, no matter how much time or energy is put into it, can handle all the situations that come up with customers. Customers are unpredictable... they often times don't know exactly what they want so they turn to your employees for answers. Answers that aren't in the company "manuals" or "guides." Unfortunately, this is usually more of the "norm" than it is the "exception." Let me share with you a different approach to this issue... one that will DIFFERENTIATE your company and give you a clear COMPETITIVE ADVANTAGE in your industry. PURPOSE... give your employees a sense of PURPOSE rather than more detailed policies and procedures. Give them THE REASON and THE AUTHORITY to handle the customer the way the customer would want them to handle their situation. When these three things are working, you get massive WORD-OF-MOUTH and your BEST MARKETING is now being done by your MOST POWERFUL SPOKESPERSON... your CUSTOMER.

Bringing Government Contact Centers and the Internet Together for a Seamless Customer Experience

Thu, 27 Oct 2016 09:21:40 -0500

Taxpayers often turn to the government when they are overwhelmed and stressed out by personal circumstances. A fragmented experience across government websites compounds their distress both increasing the burden on call center staff and the cost of meeting taxpayers needs. A consistent, thoughtfully designed experience (starting with websites and contact centers) will make a tremendous difference in the lives of taxpayers and government employees.

Customer to Business Leader - "Why Can't You Just Get It RIGHT?"

Thu, 27 Oct 2016 07:42:11 -0500

Have you ever heard this from your customers? Have your employees ever heard this from your customers? Have you ever said this to a company? The answer to all 3 of these questions is probably YES! How is it we get to a place where are customers are saying this to us? It's actually simpler than you might think when you strip away all the noise and emotion from the situation in crisis. When something goes wrong and we get this question from our customers (either openly saying it or knowing they are thinking it) we scramble to try and fix the issue... only for it to most likely pop up again sometime down the road. We spend a lot of time "fixing" immediate issues instead of "fixing" them permanently. There are 3 main areas I would encourage every business owner or executive to explore inside their organization. I have found that when these 3 areas are addressed, the number of "Why can't you just get it right" comments all but vanish... because you are now getting it right... before an issue happens. Here are the 3 areas I would encourage you to "honestly and openly" review inside your organization.

Leveraging Customer Data for Your Business

Mon, 24 Oct 2016 09:09:33 -0500

Your initial goal in business is that people become your customers and buy what you are selling and/or your existing customers buy what you are selling over and over again. You need to capture how they are using what they buy from you and apply it to your business growth.

Grow Your Business With LIVE 24/7 Tech Support

Mon, 24 Oct 2016 08:57:31 -0500

In today's world of technology Tech support play major role. Tech support becomes even more important when you live in any remote area.

Importance Of Choosing A Professional Company For Call Centre Services

Wed, 19 Oct 2016 14:28:31 -0500

If you are running a call centre service or any other professional business that requires your staff to be on support to their clients 24/7, you need perfect technology to complement the same. Today, all businesses have become very competitive, and you need to be on top of your game always to emerge the winner. Technical advancement is the only way that you can get an edge over your competitors. You need to be updated on the latest call centre software developments and ensure that you install them in your office so that you act proactively at all times and gain profitability in your venture. For this, you need to choose a professional call centre service provider who has had enough experience in the field and who knows exactly what would make you win always. An expert company will bring along with it, the following features/services that you would have never imagined.

5 Steps to Leap Ahead of Your Competitors - Focus on RETENTION With ACTION

Wed, 19 Oct 2016 13:55:25 -0500

There probably isn't a business owner or top executive on the planet who hasn't heard (and believes) it is always easier to "keep a customer" that to "acquire a new one." Since this is such common knowledge, why is it most companies (almost 80% according to Forbes research) don't focus on RETENTION? I find it to be one of the biggest areas that gets the traditional "lip service" when it comes right down to it... lots of people "saying" they care about their customers and want to do everything they can to retain them but very few "doing" anything to increase retention rates. Why is that? This is one of the questions I hope bothers you as well if you are a top executive. So we have two choices... we can continue to "act" like we care or we can take action and "show" that we care about it. This represents a HUGE OPPORTUNITY in almost every market! The OPPORTUNITY with RETENTION comes down to the one simple word... ACTION. If you want to seize this opportunity, take action. Not just "random actions"... strategic and calculated actions that move your company closer to the goal of higher levels of RETENTION.

Don't SAY What You Can't "Consistently" DELIVER

Mon, 17 Oct 2016 09:21:44 -0500

It's so easy to say something through an advertisement, or a campaign, or an e-mail, or social media, or any other form of communication today... easier than any time in our history. The problem is "backing up" and acting in a way that demonstrates what you are saying in this communication. You see, the problem is that when you say something, the other idiots like me out here actually think you are "promising" to deliver it... how naive we are. Here's a simple exercise you can quickly do to give you more insight into whether or not you think this is happening with the interactions you have with others and in business. If you are shocked by the information and feel you need to do something about it, you are on the right track. This is a great starting point to moving the company to be CUSTOMER OBSESSED. If it's something you want to take action on, now is the time to commit to becoming Customer Obsessed and creating a CUSTOMER JOURNEY which includes an awesome and incredibly amazing CUSTOMER EXPERIENCE.

The NEW "Puppeteer" in Today's Economy

Wed, 12 Oct 2016 15:23:09 -0500

If you have even one competitor your customer has a choice. And whenever a customer has a choice you have to find a way to be different. If the customer doesn't perceive you as different, they will choose based on commodity elements such as price, delivery, terms, etc. Creating this differentiation in the mind of your customers is what separates you from the other commodities in your industry. So how can you create this level of differentiation in the New Economy? Most companies still believe they can differentiate themselves based on their products and services. Constantly battling each other to add new products or features or additional services the customer may want. But before long, their competitors are offering the same or even better products or features or services and so the competitive cycle of battling for the top spot continues. The customer owns this cycle today... they control the strings... they are the PUPPETEERS! So how can you WIN in this new "Customer Economy"?

Using a Human-Centered Design (HCD) Approach to Improve Your Government Contact Center's Experience

Mon, 10 Oct 2016 15:14:01 -0500

Every interaction the taxpayer has with the government is a touch point that shapes their impression on the quality of service received based on a positive or negative experience. The contact centers for government are an integrated platform that provides taxpayers and their family members with accurate information about services and information that can provide taxpayers with their desired requests.

Using Lean Management & Human-Centered Design to Improve Government Customer Experience

Tue, 04 Oct 2016 09:38:12 -0500

The lean approach focuses on increasing taxpayer value by improving the processes associated with delivering high customer value. Using the problems defined through the human center design research will point government in the right direction to which processes it needs to begin to hone it on. The problems government thinks are pertinent, may not be relevant in the eyes of the taxpayer. The contact center, being one of the first touch points for a taxpayer, can be reengineered to run more effectively and efficiently by making the internal workflow of calls leaner. The "as is" process map is the starting point to improving services because it visualizes the current process allowing for a clear picture of evident breakdowns in the process.

Perks of Telemarketing

Wed, 28 Sep 2016 09:58:04 -0500

With just the use of a telephone, the marketer is able to provide information regarding the products and services that he is selling - and the rest of the story depends on the acceptance of the recipient. On the other hand, what is telemarketing all about?

Creating Legendary Customer Service

Mon, 26 Sep 2016 08:25:01 -0500

Everyone talks about customer service but few know how to deliver it. Learn how you can achieve legendary customer service by implementing a few simple business etiquette rules explained by business etiquette expert, coach and professional speaker.

How to Manage Your Assets As a Commercial Firm

Thu, 22 Sep 2016 14:24:25 -0500

Commercial firms come in many shapes and sizes. Some of these firms have facilities all over the world and others can be and small and humble as a single bricks-and-mortar location on a quaint street corner. Regardless of how big a business is businesses large and small all need help when it comes to creating solutions that facilitate superior asset management.

Doorstep Service: Washroom Cleaning, Vacuumed and Steam Mopped

Thu, 22 Sep 2016 10:42:18 -0500

With people becoming busy today, juggling multiple jobs or studying hard to make a career, the time to do household chores have decreased steadily. No wonder, homeowners are relying on professional doorstep home cleaning services, to keep their indoors spotless and hygienic. These professional companies offer a wide variety of services in keeping with the needs of their clients. Some of the available solutions include the following.

The 4 Unfortunate Customer Service Trends

Wed, 21 Sep 2016 07:55:22 -0500

Customer Service is quickly disappearing. If you want your business to grow then giving your customers an amazing service should be your number 1 priority.

How You Can Maintain The Assets of Your Business Via Good Customer Relations

Mon, 19 Sep 2016 08:10:38 -0500

Customer relation is the art of dealing with the customer in such a way that the customer feels welcomed and appreciated. Entrepreneurs should be very much interested in what will make their customers happy about the services and products that they offer. Customers are the 'ingredients' that keeps an enterprise running and therefore should be treated with the greatest care as if they were eggs. Customer relations focus on how to win and maintain customers for the enterprise. This comes about in the way workers relate to customers. If the relationship between them is cordial, with the preferences, interests, and suggestions of customers highly valued they would feel very welcomed, appreciated and respected.

How to Deal With Unsatisfied Customers?

Fri, 16 Sep 2016 13:48:03 -0500

A few weeks ago, we discussed what it meant for you to be a support provider to your customers. As a business owner, you want your customers to walk away pleased with the service they received and cultivate a relationship with them. However, not all customers are the easiest to get along with.

Telephone Etiquette Works Both Ways

Fri, 16 Sep 2016 13:47:54 -0500

Being professional on the telephone is critical. Here are some examples of what NOT to do.

Organize Your Business and Streamline Processes With Salesforce CRM

Mon, 12 Sep 2016 09:19:22 -0500

Till two decades ago, it was not possible to run and manage businesses and their operations from anywhere or from any device. This necessitated a big investment in infrastructure which was something beyond the rich of a majority of small and mid-sized entities.

Does Your Service Suck?

Fri, 09 Sep 2016 07:56:33 -0500

Today, more than ever we as business owners need to ensure we constantly address the service levels in our businesses. Your customers have one thing more today than they ever had and that is... CHOICE! make sure they choose to stay with your business.

The "Cake Mix" Isn't the Customer Experience... YOU ARE

Wed, 07 Sep 2016 09:13:36 -0500

If you sat down right now and someone asked you which "Cake Mix" they should buy to make a birthday cake, could you tell them? Could you name off the best cake mix you have ever experienced and tell them this was head and shoulders above all the other (50) brands of cake mix on the shelf? And if you could remember the name of the cake mix, could you, without question, tell them that it is by far the absolute best cake mix in the market? Unfortunately, the answer for most of us will be NO to all of the above questions. The next time you are at a birthday party and they serve a homemade cake (which is getting more rare in today's world where everyone has less time) stop and ask the person who baked it which brand of cake mix they used. They may remember and if they do, ask them WHY they chose that brand. The answer should further confirm for you that this is definitely a commodity with very little differentiation to the customer. Today, unless your product is something over the top incredibly different and unique, it is a commodity.

How to Completely Restore Customer Confidence After Things Go Wrong

Wed, 07 Sep 2016 08:02:06 -0500

Every year, the average company loses 20 to 40 percent of its customers. Service failures and an inability to successfully handle problems and complaints are a leading cause for this annual exodus, yet less than 10% of companies have a plan for how to respond to customers when things go wrong. A solid customer recovery strategy helps organizations increase profits by retaining more customers and therefore, keeping the growth they've already earned.

What Is a Help Desk? Why Is It Important?

Fri, 02 Sep 2016 14:08:30 -0500

Have you ever wondered what a Service Desk is, or why your IT department needs a Help Desk? In this series of articles, I will discuss both solutions in detail. You may have also wondered what the difference between a help desk and a service desk is. In this first article in our four-part series on the help desk, I will discuss important features that must be available in any help desk solution you investigate. At the end of the article, I will leave you with a quick request.

Invest in Salesforce and Manage Your Customers Well

Thu, 01 Sep 2016 09:08:02 -0500

It's always a wise decision to trust a CRM platform that is number 1 on the market. This way, your business is assured of the best of cloud, mobile and social together. This way, your business finds the support of a platform that gets updated regularly and where new products and new offers are quite common.

These Three Words From a Teller Caused My Father to Move His Life Savings to a Competitor

Wed, 31 Aug 2016 13:59:01 -0500

Are you rewarding your team only for speedy transactions, or are they also being rewarded for building relationships? Learn how the little things you say or don't say can either help you keep or lose a customer.

The "RIGHT" Customer Is Always "Right"

Mon, 29 Aug 2016 15:18:47 -0500

If you're like me you have heard this debate of "the customer is always right" vs. "the customer is not always right" going on for many years with both sides feeling very passionate about their position. Throwing one more discussion on top of these thousands won't probably change your opinion one way or the other. So allow me to offer a different perspective and way to think about this age old dilemma. Let's say you have two different customers and both aren't happy. Most people's innate response will be to do whatever it takes to alleviate the consternation between the customer and the company... assuming you are concerned about your customers. Caring deeply about your customers is a great culture and attitude to have in your company... AFTER ASKING A KEY QUESTION. "Should we even be serving this customer based on the personas we have identified as key to our business and the ones we have built our complete customer experience around to serve?" This is the most critical question to ask before you decide to "make it right" and help out the customer.

How to Get Current Customers to Refer You to Others

Mon, 29 Aug 2016 08:50:13 -0500

According to current marketing wisdom, one unhappy customer will tell 7 other people about their bad experience with a product or business. A happy customer will only tell 1 other person about their great experience.

How to Deal With Customers That May Need Hand-Holding?

Fri, 26 Aug 2016 10:54:01 -0500

As a manager or business owner, you juggle many different roles. One of the most important though, may be your role as a support provider. Regardless of the business, happy clients or customers are crucial to your company's reputation.

Get The Best Customer Service Solutions Online To Give The Required Push To Your Business

Wed, 24 Aug 2016 13:16:06 -0500

You may be working a lot on business marketing and sales strategies but one thing that guarantees success to your business is a healthy and trust-worthy relationship that you need to maintain with your customers for exponential growth of your business throughout. This healthy relationship is maintained once you start catering to the needs and requirements of your customers to the best of your abilities and understand what they are actually looking for, rather than focusing only on providing them with what you feel is the best. Issues and problems related to enhancing your business could be many but the...

TIPS on Customer Service That Make Your Business BOOM

Mon, 22 Aug 2016 09:59:27 -0500

Research shows that customer service is the way to have your business stand out from your competitor. Simple and easy customer service tips that have the human touch will retain a customer and have them as your raving fans by following what is suggested.

The Best Way to Select the Right Telemarketing Partner

Fri, 19 Aug 2016 15:05:38 -0500

One basic question: why call for a telemarketing partner in the first place? As person who owns a certain company, you cannot 'manhandle' everything - and hiring in house manpower generally is a wearisome task.

Could You Survive If 25% of Your Customers Left TOMORROW?

Thu, 18 Aug 2016 06:45:17 -0500

According to a research conducted by McKinsey and Company, 25% of customers will defect (leave) after just one bad experience. That simply means if your company delivers a bad experience, you are at risk of one-fourth of them LEAVING! Most businesses are not designed on fat enough margins to sustain this kind of a hit... yet they risk it every day because they believe in their product or service more than their experience. From my own research and in countless discussions with CEOs and Business Owners, most leaders focus more effort on strengthening their products or services, not investing in their customer experience. McKinsey tells us this is the wrong way to think in today's highly competitive and commoditized world. On the other side of this issue is very positive news and lots of opportunity for those leaders who realize this and want to build their company around the customer experience. Other McKinsey research shows revenues can increase as much as 10% while costs can decrease by as much as 25%... coupled together this represents significant gains in margin/profitability!

Lotion Boxes Can Transform Your Business

Tue, 16 Aug 2016 15:23:32 -0500

Lotion boxes are produced from a flat but quality piece of material the completely secures the skincare products. The thickness of the material can be decided upon by the customer as there are different levels of material thickness to choose from. These boxes can also be customized with windows to offer potential buyers an opportunity to see the quality of the content.

Building Solid Connections With Your Clients

Thu, 11 Aug 2016 08:43:12 -0500

The relationships that you share with your clients is the bread-and-butter of your business. If you aren't taking those connections seriously, it is certainly time for you to do so. You must initially establish a connection and then you will fortify that connection so that it is enduring and solid.

Why Customer Loyalty Should Not Be Your Goal And What You Want Instead

Wed, 10 Aug 2016 08:51:04 -0500

Loyalty has become a goal of many businesses. Many consultants claim they will help businesses accomplish this goal. However, it is important that we define our goals correctly since they represent where and how we will direct our efforts. So consider, is customer loyalty what you are really after?

8 Secrets to Keeping Your Business Going While on Vacation

Mon, 08 Aug 2016 12:36:41 -0500

The summer means it's vacation time! Time to get away and enjoy sun and summer fun! But when you are a business owner, the thought of leaving your business can be stressful. I know it took me several years before I allowed myself the opportunity to truly take time off for some badly needed respite. When you are on holiday, you should be able to unwind... not sit and worry about lost productivity and things falling through the cracks.

A Guide To Business Management Services

Fri, 05 Aug 2016 13:41:22 -0500

This article is all about various business management services and how they can benefit your company. It also includes the management of spare parts and other useful tips to consider for relevant objects such as cars and engines where these may be important.

Experience Wins Over Quality and Selection - Two Examples

Wed, 03 Aug 2016 13:30:33 -0500

What people look for (since products are really great today) is how they are treated... how you make them feel... how personal is the experience... did they feel like you cared and you were important to them... these are the components that customers are looking for today... not just great products. There are a couple of examples I want to share that demonstrate the difference between product/service quality and experience. The first one just happened... it is about Trophy Cupcakes. Another quick example is of a very well-known company, McDonald's, and how they missed the mark. In a recent article in Business Insider, they talked about how the franchisees are telling McDonald's corporate that it never was about offering more selection and products... it is about the experience. Even big companies can lose their way... and it shows quickly in their financial returns. Smaller companies can become obsolete in that same period of time and be gone. This isn't uncommon today... but it can prevented. It not only can it be prevented, but companies can capitalize on it and excel ahead of their competitors.

How to Maximize Your Customer Dollars

Thu, 28 Jul 2016 08:43:27 -0500

One of your employees comes to you with a customer issue and wants $200 to resolve it. Do you say yes or no? I know... it depends. Let's presume you say, "NO we can't afford to spend that amount on this customer... they aren't one of our top customers." As it turns out they are a solid customer but not one on your top 20%... and you religiously follow the 80/20 rule of only making exceptions for your top customers. The customer is upset because their experience wasn't great and you didn't help the situation by not offering any concessions... they left. The customer decided they must not be important enough to you, based on how they were treated, so they decided to go check out your competitors. When you break down some of the potential costs a company can incur by not having a great experience and not working with their customers to deliver an incredible experience, they add up very quickly. Your customer costs are well out of sync with the budgets you have available for supporting, acquiring, and retaining them. Two key issues and solutions jump to light in this situation...

Which Side of the 20/5 Rule Is Your Company On?

Wed, 27 Jul 2016 13:55:27 -0500

The 20/5 Rule is simple to understand and everyone instinctively knows it to be true. It focuses on what people talk about... what they tell others about you. It focuses on "Awesome Customer Experiences" as opposed "Terrible Customer Experiences." There is far more conversation generated on social media channels and in person of BAD EXPERIENCES than there are of WOW EXPERIENCES. On average, when people are asked to share their experiences, we find they share 20 NEGATIVE experiences vs. 5 AWESOME experiences... the 20/5 rule. It is much easier for people to remember bad experiences they have had than it is to recall really incredible experiences. Here's the "64 thousand dollar question"... HOW MUCH WOULD YOUR BUSINESS CHANGE IF YOU WERE ONE OF THESE ELITE 5 COMPANIES THAT GOT A "WOW" FROM YOUR CUSTOMERS... GOT TALKED ABOUT... AND CREATED MORE ADVOCATES? This is a game changer... stop worrying about tweaking all your efficiency plans. Build a strategy to be one of the top 5 companies your customer can't wait to tell others about.

Why An In-House CIAM System Is Like a House Party Gone Totally Wrong!

Thu, 21 Jul 2016 09:12:17 -0500

Cost. Price. Expense. Synonyms which are probably the most thought about and weigh heavily across all decisions made by everyone. Common people, governments, businesses. Cost is more often than not the deal maker or the deal breaker.

Organization: The Foundation Of Top-Notch Customer Service

Wed, 20 Jul 2016 09:28:15 -0500

Successful businesses know that people are their greatest asset. They also know that these people need to be equipped with solid processes, systems and workflows to manage every aspect of the customer experience each and every time. An organized business operates consistently and more seamlessly than one that is constantly recreating the wheel.

Want Awesome Customer Feedback? Focus On Volume And Why

Wed, 20 Jul 2016 08:51:55 -0500

They use old "Industrial Revolution" techniques when we are living in the "Internet Revolution". And they wonder why they don't get feedback... or the feedback they get is meaningless. There's a reason... Most traditional (and often used today) techniques focus on asking customers to give you lots of information and their insights. Sounds good when someone is selling you a process to use to get this deep and rich information... but they usually fall short of providing valuable and actionable information. There are TWO MAIN PROBLEMS causing this issue of collecting information... and some solutions to help you get better information... The first problem is VOLUME... The second problem is the QUESTIONS. One of the biggest issues to address before you embark on a journey of gathering any information is answering the key question internally... WHAT ARE YOU GOING TO DO WITH IT? Don't ask unless you are going to put the changes into practice. One of the phrases I use all the time and really hits the mark when it comes to getting customer information is... "Asking without Acting is worse than not Asking." Getting feedback is awesome... when you are ready for it.

Create Lasting Relationships With Your Customers

Tue, 19 Jul 2016 15:52:50 -0500

Offering personalized service can help you create better relationship with your customers. Find out how in this article!

Customer Service: How Can I Build a Good Relationship With My Customer?

Wed, 13 Jul 2016 12:52:42 -0500

'Customer is King' is said to be believed even today. But, what is customer service and what does it entail?

How Instant Gratification Affects the Service Providers You Use

Fri, 01 Jul 2016 15:30:06 -0500

While the whole world is moving faster than light, certain industries are struggling to keep up. How your service care providers are trying to work in the world of instant gratification and what you, the consumer, can do to help.

Improving The Customer Experience With Neuroscience

Wed, 29 Jun 2016 06:53:24 -0500

Though your customer experience will involve different steps, depending on the nature of the transaction, one thing remains true whatever your industry: customers are increasingly demanding simplicity and 'flow' in the experience of interacting with you. The concept that the customer expects a good buying experience is, of course, nothing new, but the demand for 'ease of use' and 'simplicity' to get them from A to B has never been greater; with more sophisticated ways of measuring behaviour through neuroscience, more light is being shed on this topic...

Provide the Best Quality Service or Business That You Desire to See or Receive - Always Do Your Best

Tue, 28 Jun 2016 13:37:21 -0500

Be a living example of a positive customer service experience; start by showing your patrons or yourself as a customer, the quality that you desire to see; appreciate that all good things are possible with a reprogramming of your emotive responses; self-discipline your mindset. Show your customer that he is always heard and appreciated. We have all been told constantly that the customer is always right. I would venture to say that we can add to that assumption by saying a wise vendor will listen to their customer, as if he were the same customer, shopping around for the same type of goods or service that his customer is seeking. By putting your emotional responses oh-hold, you can avoid the drama of a stressed situation and be better equipped to handle more or similar situations of the same nature. Of course, experience and a cool, calm quiet demeanor is always the beginning of great business success. Remember, business, done with finesse, and a certain degree of acumen, through maturity and flexibility; change your mind, bargain, or sometimes by resisting the need to always have the last word, can bring you peace and profit if you act with patience and kindness.

A Real-Life Example of Rubbish Customer Service

Mon, 20 Jun 2016 07:56:01 -0500

Providing top-level customer service is crucial for any business. Here's an example of very poor customer service. Don't make this same mistake yourself.

How to Choose a CRM for Your Organization

Thu, 16 Jun 2016 08:04:50 -0500

Organizations always prefer a single platform that is able to support all the business needs of the CRM solution. Business tycoons feel the dire need to have a robust CRM solution for their organization when they have to face hard business realities like dip in sales, service problems, issues in marketing or other inter-related problems that can impact other departments of the organization and the entire business as well. It is preferred that businesses are able to communicate effectively with their customers and cater to all their needs as it the main goal of every organization to achieve complete...