Customer Service

8 Steps to Add Passionate Customer Service to Your E-commerce Business

8 Steps to Add Passionate Customer Service to Your E-commerce Business

When top management determines that any organization must become more customer-centric, immediately a search begins on the Internet for, “passion for customer service.” Most execs don’t think of “passion” as a component of e-commerce sites, but they should. Of course a computer, mobile device or app will always be mechanical and therefore cannot in and […]

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Is Paying a “Problem Solver” to Contact your Call Center the First Sign of Trouble?

Is Paying a “Problem Solver” to Contact your Call Center the First Sign of Trouble?

If I were to take a survey of any random group of customers, there is no doubt that #1 on the list of major frustrations and aggravation is when a customer must call customer service to fix a problem or resolve an issue.  Blood pressure rises to the point of boiling too many times and […]

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Slightly Used: The Newest Competitor

Slightly Used: The Newest Competitor

Whenever I speak to a group of business executives my opening words are that competition has never been greater and the need to implement a proactive repeat business strategy is paramount.  I now have to add one more competitor to the list: slightly used. Companies are struggling.  Products are turned into commodities almost the minute […]

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The Devil Wears Amazon

The Devil Wears Amazon

Michael C. Fina, a bridal registry to the wealthy and privileged for more than eighty years has decided to join Amazon rather than fighting them, according to an April 5th New York Times article.  The store for generations has provided silver and beautiful gifts for events such as John F. Kennedy’s inauguration and has had […]

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When Being Nice is a Strategic Initiative

When Being Nice is a Strategic Initiative

Europe’s largest budget airline, Ryanair, has a new strategy; being nice to customers. According to their CEO, Michael O’Leary, “if I had known that being nicer to our customers was good for business, I would have done it years ago”. When I read the article in The Wall Street Journal on March 14, 2016, my […]

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