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One thing that differentiates a large corporation from a small business is the level of small business customer service. It’s easier for a mom and pop small business to make judgement calls when it comes to breaking the rules. The larger the company, the more levels of bureaucracy you have to deal Read More

Last week’s customer service blogs were filled with fault finding and problem solving. Nothing beats the feeling of improvement, right? Do you really think Comcast can get their customer service together? Here’s the latest on our weekly #custserv round-up: Read More

The retail industry is one of the largest and highly competitive markets in the business arena. Besides cutting overall cost, customer support outsourcing is a vital strategic tool for retailers for a number of reasons. Read More

You should move your call center to the cloud. Yeah, yeah, I know you’ve heard it before. Lots of times, even. But you still haven’t made the jump. Why is that? I’d guess you feel adrift in the world of cloud computing. You’re overwhelmed and confused about the number of tools out there, and by all Read More

If not you should be. An executive of a small business recently admitted to me that he was intimidated by his customer relationship management software or CRM. I told him that was not how it was intended to be. CRMs are meant to be FUN! The pleasure of organizing everything in one place. Order triu Read More

In the SmartCompany 2014 Small Business Technology Survey 56 percent of small to medium-sized enterprises reported being reluctant to use a CRM. The overall trend does still show an increase from 36 percent using CRMs in 2013 to 41 percent in 2014. That indicates that businesses are increasingly ha Read More

There is a lot of benefit for small businesses from the simple act of thanking customers. Here is a deeper look at some ways to do it and why it represents a powerful opportunity when properly executed. Read More

Discover why Employee Happiness a Key Driver for Social Media Success. What are Hotels doing today to empower their employees. Read More

For most organizations, the statement "customer service is king," is no longer just a marketing tagline, but a mantra that governs how they will continue to survive. Organizations are recognizing that customer and field service are ways to create and sustain long-term value. The advantage delivered Read More