First impressions are critical

by | May 20, 2014 | Businesses

It took 22 minutes. Twenty-two minutes from the time of standing in front of the cashier to completion of the sale.  I was the only one in the store.  I tried not to fume. These were, after all, a team of three hospital auxiliary volunteers trying to help me. I had...

The experience is the bottom line for your customers

by | May 8, 2014 | Businesses

In the intriguing study mentioned in this blog post, we learn that the British consumer is much more likely than an American consumer to drop a company because he/she received poor customer service, but that American consumers were twice as likely as the British to...

The rules of customer service have changed

by | Apr 25, 2014 | Businesses

Entrepreneur Magazine claims that customer satisfaction is still a primary goal of any business but that the means of achieving that satisfaction have changed. We are made aware of a service problem more rapidly through the viral nature of social media. That means our...

Are you delivering pain-free customer service?

by | Mar 31, 2014 | Businesses

The folks at Forrester have identified what this research firm sees as the top trends in customer service for the year 2014. In short, we are all living our lives online these days, using various devices, and the research is showing that customers want to be able to...