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Meet Becky Lollar! I grew up in Bartlett, TN and attended Union University in nearby Jackson where I earned degrees in elementary education. I taught Kindergarten for three years then chose to stay at home with my two daughters. After our first family trip to Walt Disney World, I was hooked! I now represent Magical Travel, […]
Faces of Customer Experience: Becky Lollar Read More »
Here at CTS Service Solutions, we recently performed a survey designed to find out how consumers feel about holiday shopping and to see what customers are actually experiencing during the holiday shopping season. The Holiday Shopping Experience: Customer’s Viewpoint 2014 was conducted on November 24, 2014 and surveyed 450 male and females between the ages
Infographic: What Customers Experience Holiday Shopping Read More »
Customer experience isn’t easy — it just seems that way! From bargaining with the C-Suite to negotiating with customers, from maximizing profit to ensuring loyalty, providing great customer experiences in today’s environment is a continuous challenge. It’s a roller coaster, and I have teamed up with Jeannie Walters to provide a new resource that can
A New Podcast All About Customers Read More »
With the official Black Friday starting gun for the holiday season now officially fired, we thought we would share some tips for helping you prepare your teams for the remainder of the season. Remember, Black Friday and Cyber Monday still account for only a small percentage of holiday sales. The bulk of the holiday season
6 Ways to Kickstart Your Organization for The Holiday Shopping Season Read More »
Welcome to the brand new CTS Service Solutions and Customers That Stick™ website! We’ve been working for some time to create a new vision for our site that would better help you, our readers and clients, engage with us and our content. We want to take this opportunity to take you through some of the
The Official Launch: Customers That Stick 2.0 Read More »
Meet Sean Hawkins! I am a Customer Experience and Contact Center Manager with over 15 years of contact center experience. My years in contact center leadership have provided me a solid understanding of the call center environment. I have a terrific pulse on incorporating innovation into the contact center having implemented social, outsourcing partners, new technology,
Faces of Customer Experience: Sean Hawkins Read More »
The following is a post from Tricia Keels, Social Media Manager here at CTS. What I like most about Tricia’s story is that it demonstrates how great systems and training can make a high effort experience as effortless as possible. While the product design could be more customer friendly (wait until the screwdriver part), the
Documentation and a Tale of Four Phone Calls Read More »
“First, do the customer no harm.” The Hero-ClassTM Oath One of the interesting things about writing a book are the things you leave out. I am wrapping up the final edits on my upcoming customer service book with the publisher this week, and one of the few areas I made last minute changes to were
A 3-Point Checklist for Reducing Customer Hassle Read More »
Meet David Janusz! While not an adherent to astrology, I am a true Cancer in that my work history is riddled with lateral moves. I’ve been a paper boy, a janitor, a paint factory worker, a waiter, a bar manager, a bicycle mechanic, a track and field coach, a personal trainer, a librarian and now
Faces of Customer Experience: David Janusz Read More »
According to Help Scout, 94% of all online retailers provide email customer service. That means that a significant number of interactions with customers are made through email. Software Advice, a website that rates customer service software, released some interesting findings in a survey this summer on the best ‘tone’ for email customer support. So, how do
What Email Support Tone Do Customers Prefer? Read More »
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