The way your customers experience your business is paramount to your success. Focusing your attention on a great product and high service levels is a start, but your customer should be front of mind when you begin exploring every touchpoint they have with your brand. Touchpoints that miss the mark – delivering ads to the…
The time has come and your journey has begun. Though you can’t be sure what dark roads you will encounter, you can be certain you will find your destiny at the end. There are no wizards. No wraiths. No lords, ents, or imps. There is only your business, its customers, and their experience. I’m talking…
Hyper-personalization: It’s time you start stalking your customers. I’m not saying you need to be a creeper and sit in your car outside their houses at night – please don’t do that. What I am saying is that it’s time to pay attention to all of the data your customers are creating when they interact…
Your Customer Experience: Starting and running your own business is no easy task. The fact that any business gets customers seems like kismet. The stars have to align and your paths cross. It’s pretty romantic, but what do you do when the honeymoon period is over? How do you ensure your customers decide it’s worth…
Productivity is a struggle for small business owners. Distractions – like a ringing phone – make it difficult to stay focused and, ultimately, regain that focus. A study by Florida State University found that productivity and performance are at their peak during uninterrupted 90-minute intervals. I know. You’re reading this and thinking, “Where do you…
We all understand the basic value of customer service, knowing that if we aren’t able to deliver a good customer experience, they’re going to walk away unsatisfied. Better customer service means happier customers, which means more profit, better retention rates, and an easier job growing your company. But what exactly does that look like, and…
Bots are a hot topic in the tech and business world right now. If you spend any time on social media – and we know you do – you have likely come across a story or thirty about the takeover of bots. If you don’t know much about the bot movement or have tried to ignore…
No one should have to prep their nerves to place a phone call to a business.Yet, that’s what we find ourselves doing when placing a call to a business where we know we won’t get through to human support staff. And if we do, it’s takes a big chunk of our precious time wading through…
Call Management: The phone is the cornerstone of your business. Not only does it connect you with customers or clients, but the fact that you have a phone shows how much you value the customer experience. One way to make your calls more efficient is to build out a call flow. In this post, you…
Embracing the Digital Shift: How to Master the Virtual Office Landscape: I am at work, but my office for today doesn’t have the conventional four walls. I’m sitting at my local coffee shop, sipping on a foamy (and ultra strong) latte and writing this article. Between paragraphs, I give my eyes a break and check…