Good Customer Service Handoff Leads to Appreciation
Blog post by Shep Hyken on July 31, 2014
It’s not my department I hate the handoff. This is where the customer service representative I’m talking to transfers me to someone else to resolve my issue. It can happen on the phone or in person. Sometimes …
Customer-Centric Strategy for the Busy Business Leader
Blog post by Jeannie Walters on July 31, 2014
Business leaders simply have too much to do. Whether you own and run the business or are an executive in a big corporation, your role is becoming more complex. We have too much to do and not …
Winning Brands, and What We Learned
Blog post by Jim Freeze on July 31, 2014
Customers are the backbone of every business, but every day we hear about people who believe they have been mistreated or pushed around by companies, sometimes even their favorite brands. On the bright side, you also hear …
The Challenges of 1st Line Sales Managers – And How to Overcome Them
Blog post by Jill Konrath on July 31, 2014
Recently I sat down to talk with Ken Thoreson, president of Acumen Management. He just came out with a new book called, SLAMMED!!! For the First Time Sales Manager. I’ll never forget when I was first promoted …
What Does It Take To Shift To A Human-to-Human Way Of Doing Business?
Blog post by Maz Iqbal on July 31, 2014
I find myself interested and caring for the human. So the following slogan caught my attention: “There is no more b2b or b2c: It’s human to human”. This got me wondering: What does it take for us …
When Technology Gets in the Way of Customer Service
Article by Nancy Sirianni on July 30, 2014
From a productivity standpoint, the benefits of technology infusion are clear. But what happens when a firm’s use of technology collides with its customer service strategy?
The What and Where of Big Data: A Data Definition Framework
Blog post by Bob Hayes, PhD on July 30, 2014
To understand “big data,” separate the format (structure vs. unstructured) of the data from source (internal vs. external) of data.
Creating Crap At The Speed Of Light!
Blog post by Dave Brock on July 30, 2014
Everyone is talking about social selling! We have new tools, techniques, and capabilities to engage more people, more differently than we ever have before. Social selling dominates many conversations. Many would have you think social selling (social …
More Barrier Busters: How to use products to engage more customers
Blog post by Doug Fleener on July 30, 2014
Last week I wrote about the barrier that often exists between staff and customers, and why it is important to bust through that barrier in order to demonstrate the value a good staff adds to your customer’s …
PBTO10: Creativity, Innovation & Anti-Conventional Thinking
Blog post by Mukesh Gupta on July 30, 2014
Podcast: Play in new window | Download Jeffrey Baumgartner Who is Jeffrey? In this episode, we host Jeffrey Baumgartner. He is an entrepreneur, artist, teacher, author and an innovation consultant and not your typical Innovation consultant. He …