Blog
Our blogSome customer service myths you might want to explore
If you’re in business, you’ve probably heard at least one of the myths on this list of 10 and have adopted it as your customer service practice. Never put callers on hold? Maybe. Maybe not. It’s more important what happens on that call after someone picks up than the...
A bank’s customer service is more important than its image
In a study of 14,000 bank customers, 55 percent of respondents indicated they would leave a particular bank if they experienced poor customer service. A bank’s image only mattered to 27 percent of respondents. Furthermore, the extensive survey showed that the role of...
Ignoring what the customer wants? One of four killer mistakes
In this article from BNET.com, a customer service advocate outlines the top four reasons companies go out of business and every one of them has to do with customer service. With examples like Blockbuster, Borders, United Airways and W.T. Grant stores, the author...
When the front-line is kept from going with the flow
Policy miscommunication. That’s what I chalked my most recent Bad Customer Service Experience up to. It had been one of those days. I was late. It was raining. I didn’t have a coat or umbrella. I was tired and on the verge of a cold. I ran into the Big Box store...
One bad apple can spoil your whole bunch
I live in a small community where pretty much everybody knows everybody else. That can be good in times of trouble and bad when, well, you have stirred up trouble. We have a small organic and natural foods market here. For a long time, it was the only one of its kind...
Some myths about your marketing tactics and customer service
In this article, one writer tries to debunk some common marketing myths, among them that going above and beyond the call in customer service will always translate into increase sales. While those tactics may work, some even simpler ones are shown to work as...
Keeping a customer for life is worth the investment
Building trust and establishing a relationship with your customer are keys to creating a lifelong customer, according to this Forbes article. Such a relationship can start by making sure you’re delivering the “wow” in customer service. You go beyond what that customer...
Customer service: an investment in your company’s future
Did you know American customers are willing to pay more for good customer service? According to this article from Business News Daily, consumer research done by American Express recently showed that customers will spend up to 13 percent more for what they perceive as...
Searching for a mystery shopping company? Look for quality
Businesses that need the services of a mystery shopping company too often look at the quantity of reports that a company can provide when, really, it should be about quality, according to one expert. The primary purpose of a mystery shopping company such as Customer...
Financial Institutions May Need to Embrace Social Media or…
Financial institutions see Facebook, LinkedIn, Youtube, blogging as a kind of encroaching threat.