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So much of having a successful business isn’t even about your products or services in and of themselves—it’s about the relationship and rapport you’re able to build around your business and with your customers. If your customers don’t feel like they like or can trust your business, they’re unlikely Read More

Once you’ve designed a survey, you need to convince people to respond to the email invitation soliciting their input. One step in accomplishing that is to measure how many people respond, and to remind those who haven’t yet done so. Read More

It’s a fine line to walk when you’re constantly trying to reach out to your customers without pestering them. So here are four easy methods to stay in touch with your customers without compromising your relationship with them. Read More

Here are ten heartwarming stories of outstanding customer service performed by those businesses who “walk the talk” when it comes to delivering the kind of service that wins a customer over for life. Read More

While your blog is the external face and voice of your company, your support team is the internal one. According to Jason Lemkin of SaaStr, SaaS companies — especially startups — should be using their company’s product, even if the teams don’t strictly ‘need’ to.
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Remember back in the day when we referred to people who worked with existing customers as “account managers?” Now, that’s an outmoded concept. The customer-centric era has shifted the paradigm from the stagnant, less personalized role of handling “an account” to the highly personal and goal-driven Read More

Figuring out how Amazon stocks, warehouses and delivers individual items to our door would make our heads spin. But we don’t have to worry about how Amazon delivers to us, we just know that they always deliver. Like magic, we don’t see the sleight of hand. We see the end result. It’s marvelous. Read More

More and more, business applications are using data science to automatically provide intelligence and insight in real-time to users, especially when it comes to customer engagement. But most of these systems typically are created with larger enterprises in mind. Still, small and midsize businesses Read More

Quality customer service—we all know it when we experience it, and we can most certainly tell when it’s lacking. If you’ve ever waited for hours listening to automated messages or had to deal with a particularly unhelpful customer service agent—and honestly, who hasn’t—then you know just how lastin Read More