How Do Your Customers Really Feel? (Infographic)

By: Cindy PraegerThu, May 26, 2016 @ 09:00 AM

Clearly, you love your clients, but do they love you back?

If you're like me, you really enjoy working with your clients. You may even feel like you have developed personal relationships with them. But, when it comes to how your clients feel about you, your team and your company, you need data, not just a gut feeling.

There is a major difference between having a relationship with a client and having a client who is satisfied with the work your company is providing.

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Topics: Customer Service, KPI

How Chick-Fil-A Uses Customer Delight as a Competitive Advantage

By: Jessica WishartThu, Apr 28, 2016 @ 09:00 AM

These days, with all the many choices we have as consumers, customer satisfaction is table stakes. If you don’t satisfy your customer’s basic need (why they buy your product or service), then they’ll probably just take their business elsewhere. Instead of striving for customer satisfaction, strive for customer delight. In a recent blog post, Hubspot’s Mark Kilens points out that customer delight can be a competitive advantage. How can you delight your customers, not just occasionally but with every single interaction? From your website to your front line employees and everything in between, it’s worth considering your strategy for customer delight.

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Topics: Customer Service

Hold Each Other Accountable to Deliver Great Customer Service

By: Jessica WishartSun, Apr 10, 2016 @ 12:00 PM

We’ve all been there… you call customer support at your cable company or phone service
provider and instead of getting help for your problem, you get transferred to four different people in different departments who are all more interested in selling you something than fixing your concern. You stand in line for forty five minutes only to get your food or drink order mixed up with someone else’s. The airline employee is flat out rude to you and you end up having to rent a car to get where you’re trying to go.

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Topics: Customer Service

How Do You Rate Your Trusted Advisor?

By: Alan GehringerThu, Jan 21, 2016 @ 09:00 AM

I pulled a book out of my library that one of my consultant friends gave me as a gift about seven years ago, and I found a great list I believe is worth sharing with you. At Rhythm Systems, we are in the business of helping companies develop strategies and providing software, tools and consulting to help them execute while obtaining superior results. 

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Topics: Customer Service, Leadership

How Does Your Customer Service Stack Up?

By: Alan GehringerTue, Jan 5, 2016 @ 09:00 AM

Do you offer ultimate customer service when it is really needed? I just returned from an annual planning session with a client. I had a great two days, and we developed a fantastic plan to grow the company over the next three years. I was feeling very strong at the end of the two days, woke up very early and drove a hundred miles to the airport. The journey went like clockwork, or at least I thought, until I went through security. When I went to take my phone out of my pocket, it was gone!

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Topics: Customer Service

Customer Retention: Are You Keeping the Customers You Want?

By: Alan GehringerTue, Dec 29, 2015 @ 09:00 AM

According to the Harvard Business Schoolincreasing customer retention rates by 5 percent increases profits by 25 percent to 95 percent.

It is a proven fact that it is easier to grow your top line with your existing customer base than by acquiring new customers. The cost of sales is much lower and your margins are usually higher. It is interesting though, in that sometimes companies can be more excited about landing the next new account and not pay as much attention to the existing customer base.

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Topics: Customer Service, KPI

The Unhappy Customer

By: Guest BloggerThu, Dec 3, 2015 @ 09:00 AM

Written by Mark Fleming of www.academyofbusinesstraining.com Mark Fleming Is Executive Director of the Academy of Business Training in Cincinnati, OH. Fleming has an extensive business career that spans over 40 years. He is an expert in business and supply chain management.

I was recently asked to comment on the issue of unhappy customers who never seem to be satisfied. I Unhappy-Customer.jpgwant to share my comments and those of some of the people participating.

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Topics: Customer Service

Are You On Your Customer's "Favorite's" List?

By: Toni SwintThu, Oct 22, 2015 @ 09:00 AM

Here's a challenge. Can you answer the following questions about your customers? 

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Topics: Customer Service

Policy vs Customer Experience: Is your team empowered to decide what is right?

By: Melissa EnriquezTue, Sep 29, 2015 @ 09:00 AM

My most recent experience with a US Airways representative had me stunned (and not in a good way), I am getting fired up just thinking about it! It is a situation that I’m sure many employees encounter daily and struggle to find a balance between following process and making a customer happy. Thankfully this story has a happy ending because I did make my flight - phew!

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Topics: Customer Service, People, Core values

Customer Service -The Struggle of Settling for the Lesser Evil: Part 2 in our Customer Service Blog Series: The Good, The Bad, and The Ugly

By: Nicole HradekSun, Sep 27, 2015 @ 12:00 PM

AT&T, Verizon Wireless, Time Warner Cable, Comcast - We can’t live without them, but they don’t make it easy for their customers to live with them.

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Topics: Customer Service