Has your business developed a reputation with customers? When they think about their interactions with your business, do they think about how you “always” do something, or “always” respond in a certain way? If you can get to a point where customers think about you and say things like, “They’re always so helpful!” or “They’re…

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Sometimes, the simplest statement is also the truest. We can talk a lot about things that go into a great customer experience—and we do! But at the bottom of it all, you can’t afford to forget the fundamentals that must come before we start designing elaborate plans for the customer journey. It all starts with…

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Thanks to negative experiences, many people look upon customer service interactions with dread. Even getting the basics of customer service right can help your business stand out, and deliver positive experiences for customers that resolve their problems, answer their questions, and improve their relationship with your company. Learn more in this week’s video!

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When customers ask for something, they’re hoping you’ll say, “Yes!” When you can, that’s great. But what about when you’re not able to say yes? While there are certain requests that require a hard, “No” (illegal or immoral activities, or things that are completely unrelated to what you do, for example), in many cases it’s…

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Wouldn’t it be nice if every customer were easy to deal with? Of course, that’s not the case. Difficult customers are just a face of life in business. But the way you react and respond to those customers can make a big difference in improving their experience. Believe it or not, they can even become…

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The past year has been filled with incredible challenges for small business owners—but it has also been very revealing. What I mean is that we have gotten to see first-hand how different organizations respond to a crisis. The companies that have had the best chance of success are those that are the most resilient. What…

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In the world of business, there are a lot of people talking about customer service. There are also a lot of people talking about customer experience. Are these folks all talking about the same thing, just with two different terms? I say no – these things are related, but they are not the same. Customer…

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Speed matters. It’s definitely true in customer service! When people reach out to you with a question, they expect a response within a reasonable amount of time. If you take too long without getting back to them, they are likely to become frustrated, and move on from doing anything with you. In this week’s video…

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For a business to establish a culture of excellent customer service, it must be concerned with two different group: customers and employees. Getting to know your customers and delivering a personalized experience is valuable, and so is focusing on your employees and what they’re passionate about. When they’re able to bring their passions and connect…

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Have you ever had to deal with an angry customer? Stay in business for any length of time, and it’s going to happen eventually. So how do you deal with that scenario? It can be tempting to turn it into an argument that you can “win.” But that’s not the right approach. Instead, your goal…

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