Keeping up with Customer Service: When a Chat Bot Just Won’t Cut It

“Good morning, how are you today, Alexa?” “Siri, where is the nearest health food store?” #ThisistheWorstAirline

Technology advances are changing our everyday lives at home. We use Artificial Intelligence and social media to let our friends, our neighbors - and ourselves - know what we want and when we want it. And we use these emerging technologies to interact with companies, whether making purchases, finding out what’s new, or letting the whole world know about our experience (usually when it’s highly negative).

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Who is the Customer?

Let’s answer some basic questions: Who is the customer? What is customer service? How do you create customer service excellence?

We define a customer as anyone that we serve. That means that there is no difference between our internal customers – serving our fellow employees and management – or our external customers that purchase our goods and services. The customer isn’t someone who exists only between 8am and 5pm. By encouraging and promoting this within your organization you reinforce the skills and attitudes of customer service excellence that are beneficial to your employees and to your paying customers.


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Desander Mas
Are You Making the Impression Your Organization Deserves?

In the high-stakes world of donor dollars, foundation grants, and community competitions … how are you faring? Competition is fiercer than ever, time and attention given to your services is way down, and your digital footprint can live in infamy. You have probably updated the information in your presentation to reflect your latest successes and numbers … but when was the last time you updated the way you present yourself and your organization?

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Jan Mercer Dahms
Leverage Your Staff’s Expertise to Help Sell Customers– and Improve Your Profitability

Just like Windows 95 is so last century, so is thinking that only you or your sales reps can bring in new business. Just as you know about updating your technology regularly, you also need to update your selling strategy. When you help maximize your customers’ sales potential, you’re strengthening your own organization in teh process — and your own profitability.

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Jan Mercer Dahms
Who needs a SWOT to succeed?

Even for the savviest organization, maintaining a balance of meeting payroll, paying vendors, and finding ways to expand the business can be an incredible challenge. So how can you find more opportunities to cultivate the loyal, profitable customers that keep your business running smoothly? 

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Jan Mercer Dahms
The Evolving Customer Experience, the Path to Lifetime Value

Just like Windows 95 is so last century, so is thinking that only you or your sales reps can bring in new business. Just as you know about updating your technology regularly, you also need to update your selling strategy. When you help maximize your customers’ sales potential, you’re strengthening your own organization in the process – and your own profitability. 

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Jan Mercer Dahms