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Customer Service By the Numbers

Quality customer care is more art than science, but leveraging data about customer service trends can help business owners make smart decisions about their own strategies. As Zappos CEO Tony Hsieh once said, “Customer service should not be a department. It should be the entire company.” The Value of Good Service 96 percent of consumers… Read more »

Chapter 4: Four Customer Service Tools Every Business Needs

Any job can be frustrating if you don’t have the right tools. Anyone who has ever attempted a DIY project without the necessary ingredients can assure you of this fact. The same principle applies to customer service. When it comes to keeping customers happy, the task is made infinitely easier with the proper tools. Inadequate… Read more »

Chapter 3: Making Customer Service Your Secret Weapon

The internet has forever changed the way we do business. Whether you’re a mom and pop ice cream stand or an international media conglomerate, the advent of the internet has meant increased competition and scrutiny. With computers in every pocket, local businesses can no longer afford to rest on their laurels. They’re forced to compete… Read more »

Chapter 2: Types of Customer Service Channels

In a time not so long ago, a customer service desk was the only option for voicing your frustrations with a company. You stood in line, chatted face to face with an employee, and if things really needed escalating, you might speak with a manager. Compare that kind of interaction with all the ways customers… Read more »

Customer Service: Complete Free Guide To Setting A Winning Strategy

Customers who experience amazing service share their delight with others. Should they have a bad experience, though, they’ll instead share their disappointment. Indeed, customers are more likely to tell friends about bad experiences than good ones. In the golden age of the internet, social media allows people to tell all their connections about their interactions… Read more »

We Asked Industry Professionals What They Think Is The Most Important Customer Service Metric

There is no debating the importance of customer service. Businesses that get it right thrive with great customer retention rates and positive word of mouth buzz. Companies that struggle in the customer service realm often sputter as an organization. Customer metrics can reveal valuable insight about your successes and challenges. But which data sets should… Read more »

Seven Tips To Help You Get Better At Retaining Top Talent

In the modern world, company loyalty is often a thing of the past. Workers change jobs and even fields more frequently than ever. Whether the unpredictable economy, more appealing salaries, better commutes, additional perks or other factors are to blame, one thing is clear: retaining talent isn’t as easy as it once was. And replacing… Read more »

Call Routing: Is it Right for My Business?

When you call a company for help with their product or services, you expect professionalism, efficiency, and results. Unfortunately, we’ve all endured the frustrating experience of being transferred from department to department, shuffled around until we’re ready to hang up the phone. Then there are those automated phone systems we encounter where we have to… Read more »

KonMari Method: Does Your Business Strategy Spark Joy?

Entrepreneurs are dreamers. Scrappy believers who will do whatever it takes to achieve their goals, business owners have to operate with a degree of passion that other employees do not. After all, if an entrepreneur hopes to be profitable, their excitement for their business must be contagious. It’s how businesses appeal to investors, to their… Read more »

The Perfect Recipe for Running a Restaurant

The restaurant industry is a competitive one. Many launch and shutter within a year. Even the ones that survive their first year often struggle to find their foothold in the market. To be successful, restauranteurs must blend a unique combination of both business sense and creativity. It’s not something everyone can master. Like cooking a… Read more »