Consultant’s Corner: Resources for Measuring Customer Service

Q. I’m looking for ways to measure my customer service. What do I need to look for, and where should I look? A. Managing and measuring customer service varies by type of business products and services and can include counting customer calls and inquiries, measuring response time, customer surveys, improving written customer policies and procedures, product […]

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5 Ways to Become a Disruptor

When you think about companies that are “disruptive,” you probably think of huge companies that have disrupted entire industries, like Uber, Walmart, and Amazon. But you don’t have to be a big company to be disruptive! You just have to disrupt your competition, and do something noticeable that pulls customer to you. In this week’s […]

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Friday 5 for August 3rd, 2018

3 Mindset Secrets to Achieving Small Business Success By Deborah Sweeney Some of the best-kept secrets to success all have to do with your mindset. Rather than leave it up to making the right moves or connections, here’s how you can shift your mental state right now to… Read article Concern, Influence, and Control By […]

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Concern, Influence, and Control

In Stephen Covey’s bestselling book The 7 Habits of Highly Effective People, he describes a technique that can help us identify our lowest and highest priorities. He illustrates this by drawing two circles. One is a Circle of Concern. The Circle of Concern includes a wide range of things—things that are completely outside your control […]

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Every Employee Contributes to the Customer Experience

The Director of Offering Management at IBM, Brian Chaput, has a great quote: “Your brand is the sum of all your customer interactions.” It’s so true! Every member of your team should know how they contribute to the customer experience, whether it’s direct interaction with customers or behind the scenes work—it all impacts the customer […]

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Pre-Employment Compliance Concerns

Bringing in new employees is a necessary and important key to any growing company’s success. But with new laws and regulations coming up every year, it’s vital to stay up to date with the legal requirements to stay compliant. In this article, we look at some of the compliance requirements in the pre-employment stage. Is […]

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Friday 5 for July 27th, 2018

Do You Treat All Customers Equally? By Shep Hyken Do we treat all customers equally? Or are some customers treated, well, a little more equally? I see businesses all the time that provide better service to customers who come by more often or… Watch video How to Deal with Anger in Business By Will Adams No matter […]

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Innovation Builds on the Past

For a solid example of true innovation, we can do no better than to turn to the most prolific innovator in American history, Thomas Alva Edison, who was awarded a record 1,093 U.S. patents, including patents for electric lighting and the phonograph. As creative as he was, Edison readily admitted to making mistakes, but he […]

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