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Our blogA “barometer” of customer service
This 2012 report from American Express and the research company Echo provides a great deal of insight into the mindset of customers. That research showed an increase in the number of consumers who were convinced that companies are paying less attention to customer...
Four ways to think about customer service
This article from Bloomberg news gives an excellent summary of what constitutes good customer service, all based on the authors interviews with some companies that had provided her with exceptional service. She provides this short list of the key points she learned...
You’re really just “renting” your customers
The folks at Great or Poor offer a great commentary on how to think about your customers: Your customers only care about themselves. That’s just human nature. A customer cares about what’s in it for them. Therefore, the more you can embrace the customer’s point of...
25 skills for providing good customer service
Have you seen this “infographic” on the 25 top skills for providing excellent customer service? We’re betting most people don’t think there could really be that many skills that go into providing good customer service. The infographic could serve as an excellent first...
December 2013 Client Newsletter
December 2013 Client Newsletter
Shopper Newsletter – Qtr 4, 2013
Shopper Newsletter - Qtr 4 2013
Are you “at risk” of losing customers? Here are some measurements
Many companies, especially financial services ones, could benefit from making sure they have an extensive program of data analysis in place that will help them identify if and when customers are THINKING about to take their business elsewhere. The author of this...
Customer service starts at the top
You may already realize this, but the best customer service training of your employees comes from the top, right? Customer service shouldn’t be relegated to one department or one desk in your store. It should spread across the store, the brand and the company. So, if...
November 2013 Client Newsletter – Looking For Ways To Lose Business?
November 2013 Client Newsletter - Looking For Ways To Lose Business?
Which mystery shoppers get the best assignments?
Reliability and professional communication. That’s what the author of this article says are the traits of a mystery shopper that would get them more assignments than others in the same pool. Some mystery shoppers are certified, but this author suggests other factors...