Never Underestimate the Power of Customer Love

Jan 19, 2016 by

Heart with arms flexing its muscles power customer service customer support
Two weeks ago, I was getting some grocery shopping done at one of those big box retailers. The new year had just crept its way into the world and I was celebrating by not buying carbs. It’s the worst way to celebrate anything, in case you were wondering.

I rounded a corner after staring at the ingredient list on a can of tomatoes (you would be amazed what is in a can of tomatoes) when I nearly ran right into a display of Valentine’s Day candy. It felt too soon to see red and pink hearts, chocolates wrapped like roses or boxes of cards. Can’t we settle into our new, cake-free lives without having to worry about another holiday?

I can be a bit of a curmudgeon about holiday hopping, but you know what never makes me feel angsty? When a company shows true and genuine affection for its customers. And this is where our tale begins.

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Didn’t Win the Powerball Jackpot? Here are 5 Cool Ways to Fund Your New Business

Jan 14, 2016 by

Cash In Pastels on Yellow Background Capital for Small Business New Small Business

So, you didn’t wake up a billionaire either? I had big plans for all that Powerball money; most of my new money plans included me drinking an unlimited supply of icy adult beverages on a private beach all alone, but I digress.

Maybe you had grander, more useful plans for your winnings like opening a new or an additional small business. Just because you didn’t win a piece of the record breaking $1.6 billion jackpot doesn’t mean you have to give up your dream of finally opening your own bakery that only sells cupcakes that look like other foods (very niche – I like it!).

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This Barber Shows You All You Need to Know About Personalization

Jan 12, 2016 by

Barber Scissors and Comb
Get ready small business owners: you are about to learn all you need to know about customer personalization from James Williams, a barber based in Port Talbot, Wales.

Williams proved it pays off to take the time to figure out your customers’ needs in order to best serve them. The dilemma: a young autistic boy needed a haircut, but was too afraid of the scissors. The boy became particularly fearful when Williams would attempt to cut the hair by a particular ear.

Williams spent a month developing a solution that worked best for his client and finally landed on the compromise: he would cut the child’s hair while they laid on the floor.

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Small Business Guide to Crazy Good Customer Service (Part I)

Jan 5, 2016 by

Gold trophy with star in the middle winning crazy good customer service

You created your resolutions and sent them out into the universe to bring them to fruition. Or maybe you’ve committed them to paper. Or maybe you only told your best friend in between swigs of champagne on New Year’s Eve.

No matter how you’re committing and tracking them, goals matter for small businesses. I have to ask: did you include making your customer service a priority in 2016? If not, it’s definitely something you should be considering.

That’s not just my opinion. Here are some statistics that should grab your attention:

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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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