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Service

  • Customer Service: Automated, Templated, or Customized

    Customer Service: Automated, Templated, or Customized

    Many organizations struggle with setting up a digital response strategy.  How do you trust front line staff to answer properly, if they don't know the policies?  How do you have a consistent response, no matter who responds, or when?  How do you provide these responses, whether the channel is the website [More]

  • Nine Key Marketing Automation Sequences

    Nine Key Marketing Automation Sequences

    Back in the dark ages of the internet, building "the list" was a best practice for email marketing. The theory was great: send a monthly ezine, sales offers, and any other buzzworthy content down the pipe and a certain percentage of people will "convert." Money automatically transferred into your account as [More]

  • Online Customer Service

    Online Customer Service

    How often are you disappointed by poor service?  For most people, the answer is too often. The reasons for poor customer service range from poor hiring, ineffective (or invisible) training, poor attitude, and inadequate resourcing.  Most customers don't really care why - they'll vote with their feet and leave.  They [More]

  • Social Customer Service Strategy

    Social Customer Service Strategy

    Ever feel slighted, ignored, disenfranchised, "sold to", taken for granted, or just plain commoditized? For many prospects, these feelings are what prevent a sale from taking place. They prevent repeat sales, prevent referrals, and encourage negative word-of-mouth. Clearly, great customer service - supported by great training and great management - [More]

  • Who’s the Client?

    Who’s the Client?

    Were you ever at a restaurant when the service was really terrible? You probably promised yourself that you would not go back. And when the service was absolutely top-notch? You probably rewarded the waiter or waitress with a big tip. Either way, if you were asked about the restaurant, you [More]

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