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Customer Service Beliefs that Can Hurt Your Business

Customer Service Beliefs that Can Hurt Your Business
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What Wikipedia Doesn’t Tell You About CRM

What Wikipedia Doesn’t Tell You About CRM

Customer Experience

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In order to build relationships with clients, the customer service role has to encompass a series of services that corresponds to pre-sales, sales, and after sales care. Upselling of your... read more

Mortons Social Media

Rules of Engagement: How Brands Are Moving Into ‘Friends’ Territory

Customer Experience

Customer engagement is no longer a series of independent experiences. Instead, it’s an ongoing dialogue between brand and consumer that is constantly in play. For this reason, it’s vital for... read more

Punch Up the Customer Experience

Punch Up the Customer Experience

Customer Experience

Customer service has always been and will continue to be a driving factor for all entrepreneurs, freelancers and business owners. Without the customer, you don’t have a business so you... read more

When is Customer Experience Bad for Business?

When is Customer Experience Bad for Business?

Customer Experience

Most people would consider the majority of their customers their core customers or the customers they have to please. The problem with this type of thinking is that the vast... read more

Target's Cartwheel - Head Over Heels or Wobbly Wheel?

Target’s Cartwheel – Head Over Heels or Wobbly Wheel?

Customer Experience

Truth #1: Good marketing is hard. Truth #2: Target does a lot of good marketing. People not only pay attention to Target’s marketing and advertising, they LOVE it. Target has... read more


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3 Ways to Cut Your Customer Service Costs

Customer Experience

In the business world of today, companies battle with each other to gain and retain customers for certain goods and services. While gaining customers is very important, retaining customers can... read more

5 Tips From Mass Mutual‘s Customer Experience Transformation

5 Tips From Mass Mutual‘s Customer Experience Transformation

Customer Experience

While MassMutual Retirement Services now has many customers who opt in to access content for retirement and financial planning…it wasn’t always this way. MassMutual, an industry leader, was humble enough... read more

Accountability For Customer Service Only Happens When You Believe It

Accountability For Customer Service Only Happens When You Believe It

Customer Experience

Recently I was on the website of a major airline trying to purchase a ticket that I had put on hold. This airline lets you hold a ticket for 24... read more

13 Tough Questions to Skyrocket Customer Experience Improvement

13 Tough Questions to Skyrocket Customer Experience Improvement

Customer Experience

Do you have leader grit? Customer experience improvement is not for the faint of heart. The truth can be hard to face but enlightened leaders recognize their customers as emotional... read more

The Big Upside of Customer Participation

The Big Upside of Customer Participation

Customer Experience

Encouraging customers to provide feedback and recommendations directly to the company engages them in valuable ways. Companies think a lot about cultivating word of mouth among customers. What they should... read more

The Magic Number in Customer Experience Is Two

The Magic Number in Customer Experience Is Two

Customer Experience

From mapping customer journeys to creating customer personas, it is easy to get carried away with the complexity of customer experience design and optimization. Our customers communicate with us via... read more

Rethinking Qualification, Has The Customer Qualified Himself?

Rethinking Qualification, Has The Customer Qualified Himself?

Customer Experience

The other day, I wrote an article about “How Much Do You Want To Spend?” The subsequent discussion has been causing me to rethink many of my ideas about qualifying opportunities... read more

Patient Loyalty, Duct Tape, and Customer Experience Failure

Patient Loyalty, Duct Tape, and Customer Experience Failure

Customer Experience

Health care is expensive, humbling, sometimes embarrassing, and generally still a huge pain to get aligned, validated and scheduled. Have you ever wondered where the “care” part of health care... read more

7 Steps for Dealing With Negative Online Reviews

7 Steps for Dealing With Negative Online Reviews

Customer Experience

Earlier this year, we had the opportunity to share some good news: Negative online reviews? They’re not as bad as you think. In fact, we came up with five pretty... read more

What Are Your Customer Service Standards?

What Are Your Customer Service Standards?

Customer Experience

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When customers patronize a business, they expect to be sold quality services and products. Of course, customers also assume that the salesperson or customer representative gives them quality service as... read more