It’s no secret that customer service sectors of companies often drop the ball when it comes to properly dealing with an inquiry or problem voiced by the consumer. While there are of course exceptions, plenty of exceptions to be exact, the reverse side of the coin is also present, and more often than not it’s…

Your business’ website is one of, if not the, main ways that customers interact with your business, so making your website customer-friendly is critically important for your business to succeed. Some of the fundamental principles on web usability, or user experience, as it is called involve making things easy to find, using clear navigation, and…

30% of online shoppers say they are more likely to complete a sales transaction when live web support is available. Considering that almost three quarters of internet users are now spending 25% of their disposable income online, that 30% suddenly starts to look very significant.

The natural human tendency to think we are more than what we actually are is dangerous when it comes to being customer service focused. You may not be as customer service focused as you think you are. Everyone knows the importance of customer service. We may preach customer service and think that our people, our…

What have you done recently to show your customers your appreciation for keeping you in business? If you haven’t done anything recently, it’s not too late. If you haven’t done so, tell one of your customers you appreciate them today. Start with picking out just one customer interaction and doing something different to show your appreciation.

More than 90% of customer service discussions about brands, services, and products are taking place on forums. What’s your strategy for enhancing these customer service experiences? When you think customer service, what do you think?  Do you think long lines waiting to speak with a “customer service representative”?  Do you think about automated phone systems…