We’ve all experienced that customer service person who lacks the power to address our problem. If you insist on speaking to the manager, you may be punished with the reciting of policy, more waiting, or being forced to re-explain your issue. Recently, Forbes.com shared how some companies are building loyalty by empowering their customer-facing […]

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As companies scale up, it is easy to see how some employees can become disconnected from the customer. Focusing on the bottom line is important. Here’s one way to improve revenue, and so much more. Regularly remind everyone from the top down how their work connects with customers by allowing your customer service team to […]

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Harvard Business Review contributor Tara-Nicholle Nelson, author of “The Transformational Consumer,” says businesses should spend less time focusing on direct competitors and more time responding to the evolving needs of their customers. Here’s how. Rethink what you actually sell. It’s not a product. Look at it as a transformational tool that helps people on a […]

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A recent McKinsey article sited consistency as THE key to customer satisfaction.  The research discusses Customer-journey consistency, Emotional consistency and Communication consistency: Customer-journey consistency describes the customer’s experience across various channels and interactions, from first-touch to purchase to service. Emotional consistency refers to the connection customers feel to the brand.  The more positive and trusting […]

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