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Our blogOctober 2013 Client Newsletter
October 2013 Client Newsletter Customer Service Essentials
The language you use with customers really does matter
I have this admittedly petty pet peeve when it comes to clerks in retail stores answering my, “Thank you,” with “No problem” instead of “You’re welcome” or “It was my pleasure.” Okay. I’m nitpicking, I know. But the phrase, “No problem” indicates, to me that I, as...
Your service has to be personal, not automated
Technology allows us to automate a lot of our business functions these days, but it also contributes to what customers might perceive as indifference or neglect. Recent flaps over an automated customer service response on a company’s social media site has brought new...
To serve your customers well, take a clue from Zen Buddhism
“Shoshin” is a concept taught in the practice of Zen Buddhism and it means “Beginner’s Mind”. The theory is that we should approach something new, and even something with which we are highly familiar, with the mind of a child or a beginner, as if we’ve never...
September 2013 Client Newsletter – Customer Churn
September 2013 Client Newsletter - Customer Churn
Shopper Newsletter – Qtr 3, 2013
Shopper Newsletter Qtr 3 2013
First impressions are everything
We know it’s true for us, personally. This article shows how important it is for a company to make a good first impression. Here are some tips from the article: 1) Do customers feel welcome? You’d want that for visitors to your home. You also want that in your place...
It’s not all bad news when it comes to customer service
We have fun telling you about really bad customer service stories, but we need to be fair. Plenty of companies are doing wonderful things that go above and beyond what we might think of as “traditional” customer service responses. This list from the website Mental...
Bad customer service and inadequate customer care in the social media era
It costs six times as much to attract a new customer as to keep an existing one. One way you keep a customer is by having exceptional customer service. And, when you don’t have it, you must adequately take care of any problems that arise. Did it take more than one...
August 2013 Client Newsletter – Service Still Rules
August 2013 Client Newsletter - Service Still Rules