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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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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The Vital Role of Culture in Business
When it comes to a company’s ability to formulate and execute upon a transformational strategy, few factors, if any, are more influential than its culture.
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Five Myths About Corporate Culture, And Five Strategies For Cultivating A Great One
While the importance of workplace culture is well-understood, how to build a great culture is less established. This article includes five common myths about culture-building -- as well as five strategies for cultivating a unique, healthy, sustainable organizational culture.
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Six Trends That Will Shape Customer Service In 2018 (For Better Or Worse)
As always, companies who provide great customer service have a huge advantage over companies that don’t. Here are the six customer service trends we expect to see in 2018 and, more importantly, our advice on how to manage them.
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How To Use Emotionally Intelligent Customer Service To Build Customer Loyalty And Engagement
Great customer service has the potential to build customer engagement and loyalty by providing your business with a way to make an emotional connection with its customers. By accomplishing this, your company goes a long way toward rendering itself irreplaceable–a business for which any substitute is just that: an imitation, an also-ran.
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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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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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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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Customer Service Excellence Starts with Employee Satisfaction Strategy
Who knows your customers better than the line employees who work with them every day? By tapping into employee insights – and empowering your front line staff to make the right decision based on individual customer needs
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