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Guest Poster: Jeff Toister Jeff Toister is the author of Service Failure: The Real Reasons Employees Struggle with Customer Service and What You Can Do About It. His company, Toister Performance Solutions, Inc. helps clients identify the obstacles keeping them from achieving customer service success. The double agent looked around nervously to see if anyone […]
How to Keep Employees from Becoming Double Agents Read More »
From small businesses to huge corporations, everyone wants to know the secret to keeping customers. How do we earn repeat business for years and years to come? In the infographic below, we use various customer retention statistics to break down the three most important aspects of customer retention: Understanding customer retention begins with understanding the
When Customers Stick: Customer Retention by the Numbers (Infographic) Read More »
MIT recently released a new study showing that customers sometimes review products with companies that they’re loyal to even when they have not personally used the product. To quote the article (emphasis mine): “Even a company’s loyal customers are inclined to write negative reviews about its products, regardless of whether the customers actually have purchased
Customers Lying Online: An Interesting New Study Read More »
Last week, I went to a national “market” restaurant to grab a quick lunch. I do not go to this chain often but have been an infrequent customer since I discovered it back in 1993. So, I have a bit of a long term perspective on its business and its customer service. In the past
Customer Service Training: Principles Trump Procedures Read More »
As a Netflix customer, I have been fascinated by its recent move into original programming. Netflix began as a mail-order DVD service that revolutionized the movie rental business with a brilliant logistics system. Instead of driving down to the local movie rental store, consumers could now choose videos from the comfort of their homes and
Netflix, Customers, and Evolving a Business Model Read More »
Do you want to know one of the essential signs that a company has a Hero-ClassTM Customer Service culture? Customer documentation. Yes, I said documentation. Okay, I can hear you now: Booooorrrring. And you’re right: it is. But it is also crucial. Documentation is one of the secret ingredients of a customer-centric organization, and it
5 Reasons Customer Documentation Is at the Heart of Great Service Read More »
Donna Gurnic is Market Development Coordinator here at CTS Service Solutions. Social media has proven to be an effective tool to help consumers communicate with companies. We’ve seen a couple get a quick home loan approval and a man get his iPad back. Unfortunately, the more widespread the use of social media for customer service
4 Ways to Get Good Social Customer Service Read More »
I flew Delta Air Lines a few months ago and was pleasantly surprised by the before-flight safety video. Instead of the standard sleep-inducing safety presentation, Delta presented a safety video that blended the necessary safety information with a variety of humorous visuals. In some senses, the video represents a gutsy move. Airline safety is not
Delta Air Lines Improves Customer Experience with a Safety Video Read More »
This week On Device Research released a study showing that 8% of 16-34 year olds in the United States believe they have been denied employment because of their Facebook profile. The study showed that the percentage was 16% in China. While this study has some inherent flaws in it (see note at bottom), it brought
Can Complaining About a Company Online Hurt Your Job Prospects? Read More »
If you have not seen the greatest Facebook brand implosion in history, then congratulations, you must have been off the grid for the past few days. It began with an episode of Kitchen Nightmares so indescribable that you have to see it to believe it. The short version is this: Amy and Samy Bouzaglo, owners of
5 Small Business Lessons from the Kitchen Nightmares Meltdown Read More »
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