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When it comes to customer service, every single transaction matters. You must always be prepared to provide customers the quality of treatment they deserve across all touchpoints. Read More

A customer service leader recently asked me for some best practices for sharing my Customer Service Tip of the Week with her team. Read More

Simple and powerful tips anybody can use to improve their customer service skills. Learn to market yourself and your company effectively. Read More

Getting feedback from your customers is one of the most important tasks as a good marketer or product manager. Most importantly, it helps to measure your customer satisfaction and can also be a great tool to increase customer retention rates. If the feedback is correctly implemented it can boost sa Read More

It can be frustrating when you, as the business owner, want to adopt new software that will help your team grow and be more productive, but you hit a wall in actually getting them excited about using it.

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How’s your customer outreach? You might be looking at how to secure new customers and follow up on leads, but are you also keeping your existing customers happy? Read More

What’s the key to customer loyalty? Well, if you ask Delta, that key involves lots of free stuff.
The airline just announced that it will start giving out free meals to all passengers on some of its longest domestic flights starting in March. That’s in addition to the snacks, entertainment options Read More

Leading your team to deliver more loyalty-inspiring customer experiences is your only sustainable path to growth.

We live in a new world of Google Reviews, Yelp, Trip Advisors, Rotten Tomatoes and Real Patient Ratings. While online ratings and reviews threaten mediocre or poorly-run companies, t Read More

It’s a big number–and unfortunately, not a good one. It’s approximately what U.S. businesses lose every year because of poor service. How can retailers decrease this number and actually design a customer service program so good it actually converts? Read More