A Customer-Focused Mindset Goes Beyond Training

A customer-focused mindset means more than just customer service training in all the how-to’s of providing great customer service. And it means more than just having a positive, warm attitude. It includes all those things, plus a deep, ingrained understanding of why we want to deliver a great customer experience, every time. Some of the […]

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Small Biz Stories: The Evolution of a Brand

Brands don’t stay the same. They change and evolve over time, responding to both external and internal factors. Simms Jenkins of BrightWave Marketing says that his brand has been influenced by many of his team members, and evolved in very positive ways. “I’ve certainly been influenced a lot on our brand by our Creative Director […]

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Friday 5 for September 29th, 2017

When Should You Pick Up the Phone? By Will Adams Professionally, email has become many people’s favorite way of communicating—myself included. But it raises the question, when should you pick up the phone and call someone instead… 4 minute read Prepare for National Customer Service Week By Shep Hyken National Customer Service Week is coming […]

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The Thrill of Entrepreneurship

I have been blessed to have some really incredible experiences in my life. I got to play college football at the University of Georgia, and I got to play in the NFL for 18 years with the Minnesota Vikings and New York Giants, including 3 Super Bowls. That was a lot of fun. But business […]

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When Should You Pick Up the Phone?

Professionally, email has become many people’s favorite way of communicating—myself included. But it raises the question, when should you pick up the phone and call someone instead of just sending them an email? I would argue that in most situations, email is the more convenient choice; however, I’ve come to learn that on some occasions, […]

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The Benefits Employees Want

Employees and candidates aren’t just looking at salary and wage numbers. They’re considering the broad array of benefits that you’re offering. It’s important to offer benefits that appeal to the kind of people you’re looking to hire, while not wasting your resources on offering benefits that your employees don’t have any interest in. The ADP […]

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Prepare for National Customer Service Week

National Customer Service Week is coming up soon, the first week in October. It’s a great time to think about what it is that makes for good customer service! In truth, it’s impossible for us to determine among ourselves whether we have good customer service. It’s really all up to our customers and their perception […]

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Small Biz Stories: Branding for B2B Business

If you think branding isn’t important for a B2B business, think again. In the past, a lot of B2B marketers didn’t pay as much attention to branding, but in today’s market where it’s easy for people to find you—and your competitors—branding is an essential way to capitalize on people’s attention and generate more business. “I […]

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