All posts by Stephanie Jones

Why Hyper-Personalization is the Most Important Business Trend for 2016

Dec 31, 2015 by

A crowd of different people all making different faces illustration hyper personalization customer service business trend 2016

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 with your business.

Maybe you’re thinking, “I’m not a numbers person. Why on earth do I need to pay attention to customer data?” What if I told you it’s that very data that will allow you to create an experience so personalized that it drives brand loyalty?

Hyper-personalization has been a hot topic for a few years. Yet, as our daily lives become more enmeshed with mobile media, it’s becoming more important that businesses provide customization and smarter experiences for customers.

Let’s explore why hyper-personalization is the trend for 2016 that is swiftly becoming the norm.

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Customer Service: 3 Companies That Got It Way Wrong

Dec 29, 2015 by

hand removing mistake flat design customer service
There are plenty of businesses with mediocre customer service and then there are those that are just bad. Rotten apples to the core.

A lot of larger companies can find customer service to be an additional expense and something that is only needed when the customer has an issue. The thing is that great customer service should start from the moment your customers reach out to you. It should be as important to your business as your revenue because your customer service strategy will ultimately have a deep impact on your bottom line.

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16 Pieces of Expert Advice for Superior Customer Service in 2016

Dec 22, 2015 by

business man climbing ladder to look into year 2016 projections customer service inspiration for the new year

We’ve been busy doling out tons of customer service advice that should carry your small business well into the new year. Our Holiday Survival Guide has covered everything from how to manage customer stress without losing your mind to tips for dazzling your customers in the upcoming year.

This time we’re going to pass the proverbial microphone and allow some of our favorite customer service experts do the speaking.

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Holiday Survival Guide: Do Your Customers Think You’re Like Santa or the Grinch?

Dec 18, 2015 by

Santa on a background of stars

Customer appreciation goes beyond saying thank you. If creating a business where your customers feel valued is important to you, it’s essential that you’re taking measures that reflect that ideal.

Many people start businesses and have no clue or could care less about how customer appreciation and centrism create brand loyalty. Ultimately, how you treat your patrons affects your bottom line. Treat them poorly and they will flee from your business faster than you can say, “Fahoo fores dahoo dores!”

Want to find out if your customers think you’re more of a Grinch or like Santa? Take our customer service quiz and discover your customers’ true feelings.

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Holiday Survival Guide: How to Make Your Customer Service Dazzle in 2016

Dec 16, 2015 by

Happy customers happy people customer service mom dad grandpa son cat customer service in 2016

The end of the year is headed toward us at full steam. Everyone has the same thing on their minds and it’s this: do I really have to get on a treadmill in January? Seriously. Who else has a mortal fear of exercise?

There’s nothing quite like a year coming to a close that creates a sense of urgency. Whether it be personal bargaining (I promise, promise, promise I won’t down a bag of Cheetos alone after January 1st) or related to your business, creating annual goals are always a good way to kick off a new year.

If you’re a small business owner, you are probably taking stock of what helped your business to grow in 2015 and what can be improved upon in the upcoming year. One area you need to assess is your customer service plan (yes – we think it deserves its own plan). You will want to ask yourself what your customers liked, what they didn’t and figure out how to incorporate those changes in a way that makes sense for your business.

Regardless of what works for your business, there are some things in customer service that are always appreciated. If you’re looking to really delight your customers in 2016, here is a list of five initiatives that will really have them dazzled.

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Above and Beyond Great Customer Service: A Spotlight On Publix

Dec 9, 2015 by

Publix grocery stores publix grocery bag customer service
What is great customer service and how is it done? That’s a question we seek to answer every month or so as we highlight a company that takes its customer service and turns it up to eleven.

Anyone can open a grocery store. Anyone with vision can open a grocery store that focuses on the overall customer experience. However, creating an experience that resonates consistently for 85 years takes serious tenacity.

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These 10 Employees Don’t Give a Damn About Your Customers

Dec 4, 2015 by

Two Faced Business Man Happy Mask Mean Face Bad Personalities Customer Service
This may come as a complete surprise, but no one is going to care about your business as much as you do. It’s your baby, your passion project. When you own a small business, it can consume your thoughts day and night.

It’s difficult to build a team who will treat your business and its customers in the way you would expect. After all, a large portion of customer service boils down to simply treating other people the way you would want to be treated. Unfortunately, this is not an innate ability for every single person.

A small business cannot afford to waste money on hiring the wrong customer service team; not only does the wrong team damage morale, but it also hurts the bottom line. There’s proof in the numbers:

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Holiday Survival Guide: 10 Ways to Make Your Customers Holly Jolly

Dec 1, 2015 by

Happy family dad mom sister brother holiday happy customers customer service
There may be no greater miracle than getting through the holidays in one piece. Between the stress over finding just the right gifts, the events, all of the junk food (delicious, delicious junk food) and the rush to ingest it all within the span of a month – it’s a wonder we get past the season with little more than some angst.

From a business perspective, the months of November and December should be seen as a huge customer service opportunity. Based on the fact that egg nog, sweaters with dickies and getting the third degree from every family member can produce so much consternation, why not make things as easy as possible for your customers during the holiday season?

Whether you’re a law professional, a real estate agent, retail or a small business owner, there are some simple actions you can take to create a customer service experience that will leave their hearts all aglow. Here 10 ways you can create a magically easy experience for your customers during the holidays.

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These 20 Comments Prove Social Customer Service Works

Nov 25, 2015 by

Dialogue Boxes with a heart and green background customer reviews social media

Your customers are standing at the pulpit every, single day. Will they use this opportunity to disparage your good name or sing its praises?

The very essence of social media gives any individual the ability to speak out about whatever they choose. Twitter, Facebook and other channels give its users the ability to share their feelings on any given topic. One of those topics might just include something about your business.

If you aren’t providing customer service on social media, you’re missing out. According to Sentiment, customers will spend 21 percent more if they have a good customer service experience on social media.

Making your organization available on social media does open it up for criticism, but it also allows you to get lots of love from your customers. And who doesn’t love love?

It’s time to lose your fear of social customer service. Here are some of the sweetest customer comments on social media.

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Holiday Survival: Yelling At Your Customers is No Good

Nov 23, 2015 by

Angry big man yelling into a megaphone at small passive man yelling at customers customer service
We don’t assume you are unintelligent like our title may suggest. Obviously it isn’t okay to yell at your customers. Most anyone with people skills understands that it’s upsetting when someone yells at you.

The scary thing is that customers are berated and yelled at all the time by customer service representatives. Their jobs can be extremely stressful, and with the hustle and bustle of the holiday season upon us, tensions are bound to mount.

Why is tension so high during the holiday season? Just think about how hot and crowded a shopping mall can be. How busy the parking lots can get. How everyone is extra self-important. It can get overwhelming quickly, causing madness in anyone it touches. All decorum seems to fly out the window in the name of gift giving.

So, it’s quite plain how someone handling customers could lose their noodle when pushed too far. The good news is there’s a way to cope and come out on the other end of the holidays in one piece.

Here’s our quick guide to avoid yelling at your customers during the holiday rush.

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