4 Ways to Truly Listen to Your Customers

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  Have you ever been a customer who felt like no one cared to listen to you? Whether we are talking about internal or external customers, there are some very clear ways you can show them that you are listening … Read More

5-Step Process Saves Most Any Customer Relationship

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I often tell people that customer experience, customer service and customer relationship management are really mostly about having the right processes in place to support the customer’s journey. Below is a 5-step process I have used hundreds of times over … Read More

Want to Be Nordstrom-like? Are You Up To It?

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I recently spoke with a prospective client who told me that his organization was aiming to be the “Nordstrom” of their industry. In my position, I hear this a lot. To be clear, getting to be the Nordstrom of any … Read More

3 Undervalued Practices of Successful Managers

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  I have had the privilege to work with and interview some very committed managers. They were also leaders. There are really three common practices successful managers commit to doing consistently: 1. Successful managers recognize efforts I often hear that many … Read More

Use of Social Media for Customer Service: One More Way to Make or Break Your Brand!

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    {This article originally appeared as a guest post on Bill Quiseng’s customer service blog}   I recently read that live chat has the highest satisfaction levels for any customer service channel, with 73%, compared with 61% for email … Read More

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