Category: Knowledgebase

We often hear that it’s the little things we do in business that go a long way to establishing a good customer experience. These little things can take the form of a hand-written “thank you” note sent with products via the mail, or sending a loyal customer a greeting card at a holiday. It’s all…

In a previous blog post, I talked about the importance of customer retention—that is, once you have created a new customer, of actually retaining them and their business. I went on to give three strategies to help with this, such as stroking a customer’s ego and sharing their values. Here are some more tips to…

You’re passionate about delivering excellent customer service, and you strive to do so everyday. Yet, some of your employees may not be on board with this mission, for whatever reason. They may not have the tools necessary to provide sterling customer service, or they may flat out not care. How do you handle these situations?…

Saying there has been an explosion in the use of social media over the past five years is a gross understatement. It seems as if everyone is on some social media platform, be it Facebook, Twitter, LinkedIn or Google Plus, to name a few. Many businesses have moved to the social media sphere, and it…

In a previous post, I mentioned the tried and true 4 Ps of marketing: Product, Place, Promotion and Price, and how they’ve helped form the foundation for customer service for many years. Yet as I was touching up my knowledge of the 4 Ps, I began to run across a new method, one more geared…

Those of us who have worked in the customer experience field for any great length of time have heard of the “4 Ps of Marketing.” These P’s include: product, place, price and promotion, and have guided customer service for decades. Let’s take a look at each. Product is simple: it describes what you’re selling. On a…

In previous articles, I’ve looked at using empathy as a tool in handling both routine and awkward customer service situations. Yet, as anyone working in this field knows, extremely angry and hostile customers come with the customer experience. We hear horror stories of employees reduced to the point of tears over a mean-spirited complaint, so…

I’ve often spoken highly of empathy as a valuable tool for enhancing the customer experience. It allows you to get inside the customer’s head, see things from their perspective and offer them a great customer service experience. But what about when we’re faced with a truly awkward customer service situation? How can empathy help us…