I had the pleasure of interviewing Lea Souther, Chief Operating Officer for The Academy at Bank of America. The Academy
In several of our past blogs, we have drawn the connection between customer service excellence and business growth. This known
Generating loyalty for your brand and business continues to require creativity and innovation. With a company like Amazon offering a
Generating new business by maintaining and growing a customer base is a challenge business owners and executives continue to face
As Fall transitions to Winter in most parts of our world, we are visually reminded of the changing seasons and
After decades of research in this area, there is no room for doubt about the direct correlation between customer service
Did you know that it can cost up to 25x more for a business to acquire a new customer, than to retain an old customer? Not only that, repeat customers spend up to 67 percent more than new customers. Both customer retention and customer loyalty are incredibly important for the long-term success of a business.
With all the focus on how AI, data, personalization and more can create a better customer experience, I thought it might be fun to go back to some basics and look at different ways we can connect and build better relationships with our customers. These are very tactical. Find one or two that you like and work them into your process. You’ll be surprised at how quickly the little things add up to increase your customer satisfaction, NPS scores and, more importantly, your bottom line
In our previous blog post we went over some of the common obstacles to effective or active listening. Listening is
Sometimes you find life lessons in unexpected places. This time it was on the golf course. Almost every Sunday throughout
