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Good customer service doesn’t end with the people on the phone answering your customer queries, and it certainly doesn’t begin there either. Align every member of your business to value customer-centric, “people” skills. The same kind, attentive demeanor that your support team shows on email or phone correspondence should be reflected in marketing messages, general […]

Listening is so important that many top employers provide listening skills training for their employees.  This is not surprising when you consider that good listening skills can lead to: better customer satisfaction, greater productivity with fewer mistakes, increased sharing of information that in turn can lead to more creative and innovative work. Many successful leaders

Successful teamwork is built on a foundation of trust. Each member of the team must establish trust; cultivate trust through his actions and words, and work to maintain it. Each member also needs to be able to trust his team members to make a commitment to the team and its goals, work competently with those

If you’ve spent a large portion of your life not focusing on gratitude, you can’t expect yourself to change your whole mind-set immediately. Most of us always try. Can you commit to adopting a grateful focus no matter what happens during the course of one single day? You’d be surprised how easy it is to

The most important thing you can do to improve relationships with your customers is to improve customer service. No matter how great your product is or how talented your staff is, one of the things that customers are most likely to remember is the direct interaction they have with your company. Your customer service team

Customer service has evolved considerably over the years – from single channel call centers to multi channel contact centers with the emergence of cloud technologies and onward to customer engagement development social channels.  Now, customer service has gone mobile with the use of smartphones in the world today. Customers are still not satisfied.  And, now,

Empower Your Customers To Become Your Biggest Ambassadors – The empowered customer is a common thread that has rocked – and continues to rock – all industries. Whether you’re an established company or a thriving start-up. One strategy is to focus on customer empowerment, and letting your customers influence more of your business decisions. Buying is

Personal development is key to the success of any organization – small, medium or large. In my workshops, training sessions and keynotes I often discuss what I consider one of the primary roles of any person in a leadership role: Develop and invest in the employees they oversee. One question I hear often is “What if my

Customer Experience – Have you ever lost a customer to a competitor and didn’t know why they left? A customer experience strategy can help you retain more customers and stop them from defecting to competitors. Companies who skillfully manage and execute customer experience strategies reap enormous rewards. They achieve higher customer satisfaction, reduced churn, increased revenue,