Category for "Customer Service"

If You Want to Win the Race, Don’t Shoot Yourself In the Foot

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The holiday shopping season has started. Walmart has come out swinging: they’ve already opened their seasonal layaways, and their 25 Top Toys predictions have garnered a lot of attention. Amazon, not to be outdone, has answered with their Top 100. Retailers who want to compete need to bring their A game. That means making sure… Continue Reading »

Are You Okay with Letting Your Customers Down 80% of the Time?

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Most business owners are passionate about customer service. They know that the way they treat their customers is one of the few factors that’s absolutely within their control. When hiring front line staffers, choosing friendly and personable individuals who can make customers are welcome and valued is so important. You’d never tolerate anyone in that… Continue Reading »

Business Owners, Do You Even Know What You Want?

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The very first step in any marketing campaign is identifying the desired outcome. I often ask clients if they’re hoping to increase sales or boost the number of customers they have. These two outcomes sound similar, but they’re really not identical. As a business owner, you have to make a strategic choice. Where Is Your… Continue Reading »

It’s Time for a Conversation…About Conversations

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As the year draws to a close, there’s been the usual avalanche of stories focused on must-know digital marketing trends. Most of these stories are all agreed on one point: conversational experiences are going to be more important than ever. What are conversational experiences? Conversation experiences is a fancy way to say people are connecting… Continue Reading »