Create a Frictionless Customer Experience

If you’re trying to create a great customer experience, look at places where you’re putting the responsibility on the customer rather than on yourself. What does that mean? Well, have you ever had an experience as a customer where a company acted like (and genuinely believed) they were doing you a favor, but were really […]

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Improve Your Social Media Customer Service

You’ve likely heard that customer service is the new marketing. And social media customer service is an updated version. It’s something you cannot ignore! Social media channels are no longer alternative customer service channels; they’re primary channels that you must pay attention to. Make sure that you’re providing great customer service on social media channels. […]

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How to Deliver Award-Winning Customer Service

Delivering amazing customer service really sets your business apart. And the companies that deliver the absolute best customer service are always remembered by their customers. SquareMouth, a company that provides travel insurance reviews and comparisons, recently won the Gold Stevie Award for Customer Service Department of the Year—for the fourth time! So what is it […]

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Adapting to Changing Buying Habits

There’s only one constant in the world: change. Technology change. Popular trends change. And your customers’ buying habits change, too. So the question is, are you adapting to those changing buying habits? If not, you could be in big trouble. Retailers in particular have long been concerned with changing buying habits as customers shift from […]

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Anticipating Customer Needs

What’s even better than taking care of customer’s needs with great customer service? Having customer service that anticipates your customer’s needs and takes care of them before they even think to ask! On the old tv show M*A*S*H, Radar O’Reilly was the ultimate assistant for Colonel Potter, anticipating his needs so thoroughly that he would […]

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The Real Meaning of a Customer-Centric Business

You hear a lot about the importance of making sure your business is customer-centric. But what does that really mean? I actually prefer the term customer-focused, but either way, the key idea is that all decisions are made with the customer and his or her best interests in mind. And that means all decisions, large […]

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Customer Loyalty Tips from Amazon

April is Customer Loyalty Month. What is your company doing to create—and earn—loyalty from your customers? To improve your own customer loyalty initiatives, get some tips from a company that really knows how to create customer loyalty: Amazon.com. In this video, learn 5 specific ways that Amazon builds loyalty in its customer base, including: When […]

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What is the Velocity of Your Customer Service?

The CEO of Busey Bank, Van Dukeman, has an interesting concept he calls the Velocity of Business. I heard his presentation on the subject of how quickly a business moves when I had the privilege of working with the bank, and I realized the importance of how velocity applies to the customer service experience. What […]

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