Small and Medium Businesses

Are You Prepared If LinkedIn Goes Out of Business?

Are You Prepared If LinkedIn Goes Out of Business?

Does your business survival depend on social media companies like LinkedIn?  Be prepared! Will LinkedIn go out of business tomorrow? Probably not, but that’s what was said about Blockbuster, Compaq, TWA, and Enron. LinkedIn shares have fallen at least 10 percent following three of its last four earnings reports.  Last week, LinkedIn had its largest …Continue Reading

2016 Customer Experience Trends – Free eBook

2016 Customer Experience Trends – Free eBook

TCFCR’s 2016 Customer Experience Trends is now available as a free eBook!  In this free customer experience eBook authored by Richard R Shapiro, you’ll learn what to expect in 2016. According to Accenture, the “Switching Economy” is up 29% since 2010 as companies struggle to keep up with the non-stop customer.  Personalized customer experience is …Continue Reading

What’s the Best Way for Customer Service Representatives to Respond to “Thank You?”

What’s the Best Way for Customer Service Representatives to Respond to “Thank You?”

It’s Customer Service Week; a time to celebrate and thank representatives for their service and commitment to a challenging position in any company.  The reps have a difficult job because they are frequently speaking with customers who are frustrated, concerned, angry, impatient or any combination thereof.  The Customer Service Department, what The Center For Client …Continue Reading

“PLEASE DO NOT REPLY TO THIS E-MAIL,” But Do Comment!

“PLEASE DO NOT REPLY TO THIS E-MAIL,” But Do Comment!

Customers do not like to feel frustrated. Frustration is a leading cause of customer attrition. I get very frustrated when I receive a “PLEASE DO NOT REPLY TO THIS EMAIL”. If you don’t want me to respond, don’t send it. Many times these auto-responses are initiated when a new customer logs on to your company’s …Continue Reading

Seven Ways to Leave a Better Voicemail

Seven Ways to Leave a Better Voicemail

Even in our text, email, and chat world, there is still voicemail.  The furniture store is calling to set up a delivery date, the restaurant is confirming your reservation or a company is trying to sell you a new service. It is so frustrating when the message isn’t clear and the voice sounds more like …Continue Reading