Category for "Customer Service"

How many people do you know who hate talking on the phone? The answer’s not quite everybody, but almost – US consumers are five times more likely to send and receive text messages than phone calls. Yet there is one situation that will lead people to call a business – even when that business has… Continue Reading »

The holiday season is here. It’s the most critical time of the year for retailers and many small businesses. You want to capture as much business as you can, which is why it’s a really good idea to devote some time to making sure your business’s hours of operation online are accurate. 68% of shoppers… Continue Reading »

It’s no secret that I think too many business owners prioritize new customer acquisition over customer retention. Attracting new business is relatively easy. But for the enduring health of the company, most businesses need long-lasting, profitable relationships with their customers. And as we all know from our personal lives, building relationships can be challenging –… Continue Reading »

At this point in the game, the odds are pretty good you’ve been through a few discussions about the customer journey. You’ve heard that the customer journey is not linear and that people don’t always take the shortest, fastest route through the sales funnel. What you haven’t heard much about is the consideration stage –… Continue Reading »