Technology

Eight Steps to Guarantee Repeat Business

Eight Steps to Guarantee Repeat Business

If any part of your business enterprise relies on your relationship with consumers, beware of the “Age of Endangerment.” At no point in history has your customer base been more vulnerable to poaching than today.  However, it is still possible to create extreme customer loyalty and generate repeat business in this highly threatening consumer ecosystem. …Continue Reading

Make Me Feel Welcome

Make Me Feel Welcome

The content below is an excerpt from Chapter 1: Make Me Feel Welcome of The Endangered Customer. It all begins with hope. It may sound obvious, but if you wish to make a human connection with a customer—in person, on the phone, or online—then the most important thing to remember is each individual’s humanity. Human …Continue Reading

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 …Continue Reading

Hallmark Greeting Card’s Solutions Show Customers They Matter

Hallmark Greeting Card’s Solutions Show Customers They Matter

Many companies do a good job of providing a worthy customer experience. Few show customers they matter after the transaction. Hallmark has come up with an easy solution. With a web interface, contact center associates can create and mail Hallmark greeting cards to the customers they serve to express sympathy, excitement and congratulations. Using Hallmark’s …Continue Reading

The Impact of the Internet of Things on Customer Service

The Impact of the Internet of Things on Customer Service

We are very excited to share a guest with you today from Jason Hope. Today’s companies must have a strong focus on customer service if they are going to succeed in competitive markets. This is not new, but what is new is the addition of the Internet of Things (IoT) to the picture, and that …Continue Reading