Service Excellence
Embracing a Season of Change as a Leader
As Fall transitions to Winter in most parts of our world, we are visually reminded of the changing seasons and
November 13, 2020
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
In our last article we talked about the role of the Customer Service Manager, and its importance in creating and
When you honor people’s time, when their urgency is your urgency, worry and concern is replaced with peace of mind.
We are delighted to share that our first annual Celebration of Excellence and Leadership Event in Chicago, IL on June
There are countless books and articles written, talks given and podcasts aired on best practices to ensure that we are
