27 12, 2013

America’s Most Disliked Companies

2017-05-18T17:06:00-05:00December 27th, 2013|

Customer spending accounts for 70% of the Gross Domestic Product (GDP) in America, so treating consumers fairly and providing legendary customer service should be a top priority for every company. According to the American Customer Satisfaction Index (ACSI), customer satisfaction is a leading indicator of a company's financial performance. Shifts in customer satisfaction cause overall changes in the consumer's willingness to buy, which impacts the GDP and our economy [...]

26 12, 2013

Happy Boxing Day

2017-05-18T17:06:00-05:00December 26th, 2013|

The day after Christmas can be a shopping nightmare for customers and customer service departments. Retailers roll out huge after-Christmas deals to attract a surge of year-end business, while customers come in droves to return or exchange Christmas gifts. One thing you may not know about December 26 is that in some nations, it is a holiday. The United Kingdom, Canada, Hong Kong, Australia, New Zealand, South Africa, Trinidad [...]

14 12, 2013

Social Media Customer Service

2017-05-18T17:06:00-05:00December 14th, 2013|

As traditional and non-traditional methods of communication converge, businesses must be able to provide multi-channel customer service. Call centers, email, and online chat capabilities are not enough. Businesses face the challenge and responsibility of monitoring and responding to customer service issues through social media. Facebook, Twitter, Instagram, LinkedIn, YouTube, etc. - every social media network your brand or business is on, your customers and prospective customers are, too. Social [...]

7 12, 2013

Accept Anyone’s Coupons

2017-05-18T17:06:00-05:00December 7th, 2013|

If a new customer came into your establishment ready to make a purchase, but they had a coupon for a competitor, would you accept it? Before you answer, consider the following facts: Chances of getting a sale from a new customer are between 5 and 20% Actual sales from promotions sent to new customers are fewer than 1% Loyal customers are less price-sensitive. New customers, however, will buy based [...]

5 12, 2013

Customer Service Above All

2013-12-05T16:47:03-06:00December 5th, 2013|

Every business should make customer service their first priority. All other functions are secondary to ensuring businesses maintain great relationships with customers. Side note: it's not enough to make customer service a priority - businesses must be legendary at it. Love customers and make them feel important. Why? Word-of-mouth (WOM) is the strongest form of marketing. If you suck at serving your customers, they will engage in negative word-of-mouth [...]

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