Cheryl Hanna

Can Facebook emotionally manipulate customer service?

The emotional manipulation factor has been all abuzz this past week after the published results of a January 2012 subliminal study by Facebook was revealed in the Proceedings of the National Academy of Sciences. In case you haven’t heard about it, or rather if...

Do consumers who spend more get better service?

While we are all taught to make our customers our priority in business, do we as a rule offer the same service to the consumer who only frequents our store during the holiday buying season, or do we make exceptions and bend further to...

Budget cuts for the IRS result in unreliable customer service

Tax season is finally over, and those economic gray hairs have been remanded back to the colorists at our hair salons, but budget cuts continue to show a significant decline in the Internal Revenue Service to the American public. When Ben Franklin said, “The...

Maintaining customer loyalty in an impersonal digital world

I’ve often thought that customer loyalty was all about making the customer the king by maintaining transparent ethical practices, sound policies, and impressive customer service. Technology, however and the busy retail world of the Internet brings more competition, more inventory, convenience, and cheaper prices....

How to help call center representatives improve customer service

Centralized call centers receive and transmit an enormous volume of telephone requests daily, with the purpose of collecting and handling information, ranging from product inquiries, questions about transactions, and customer service. Although emails and social media networks provide more outlets for complaints regarding a...

Making it easier for customers to be right

Customers aren’t always right, but outstanding customer service representatives who can say yes to correct service issues are more likely to garner support and help an organization recover from mistakes. No matter how hard we try, at some time or at some location, there...

Bad customer experiences make customer service mistakes harder to forgive

Perhaps the most repeated complaint when having to deal with poor customer service is the need to keep calling back when something is wrong with a product. Most of us want to think problems should be resolved with the initial contact; at the very...

Getting what you pay for: How Amazon’s membership fee retains customer loyalty

Amazon’s $20 increase for Prime members certainly drew a lot of derogatory hoopla this past week with social media and forums all buzzing with criticism about the 25% hike. In fact, according to Brand Key, a loyalty consulting agency, Amazon’s ratings dropped from 93%...

Increasing customer service popularity with Facebook

Facebook gives organizations the opportunity to “WOW” customers with their human and approachable touch so important to building business, loyalty, and the development of a company’s brand. With over one billion active users, why not use Mark Zuckerberg’s brilliant social platform to help to...

How we worship our satisfied customers

With happy customers comes repeat business, referrals, and of course loyalty; all adding to a customer oriented culture that ultimately places an organization as being more popular and valuable. The customer-centric legend, Zappos, an e-retailer with a unique approach to selling shoes and a...

Customer satisfaction for retailers at all time high

For the third year in a row, customer satisfaction in the retail trade for the United States is at an all time industry high, but of course there are always some caveats since many of the top retailers who scored relatively low for customer...

Be an ‘Undercover Boss’ to help employees please customers

If you have ever tuned into the CBS show “Undercover Boss” where owners and corporate executives work undercover to examine their own companies, it is indeed an interesting concept that has aroused some significant awareness and changes in organizations. Of course, there’s always some...

Ease up on customer service demands during inclement weather

Whether it be hurricanes, blizzards, fogs, or floods, inclement weather has its own way of leading an otherwise civilized society into moments of rage and unacceptable behavior. Spend a few hours in a busy airport and listen as a few narcissistic and petty customers...

How to act like an adult when you need customer support

Maybe your medical insurance didn't pay for a service you thought should have been covered or that manufacturer's guarantee should have included repairing the rip in the leather carrying case you overpaid for last year, but acting like a petulant brat on a preschool...

Beware of the fine print in Terms of Service before you complain online

John and Jennifer Palmer of Layton, Utah are suing an online retailer over a $3,500 charge assessed to them by KlearGear.com, a Grandville, Mich. company which the Palmers posted a negative online review with Ripoff Reports.com. Perhaps you have never read the fine print in...

The golden rules of customer loyalty

It's well recognized amongst all business owners that it cost more money to find new customers than to keep the customers we already have while trying to attract more clients to climb aboard our growing organizations. No matter how we try to dazzle, the...

Brick and mortar stores can still outdo Amazon with ‘Amazon Can’t Do That’

In a study titled "Amazon Can't Do That" polling 1,500 consumers spanning the three generations of Millennial, Gen X, and Boomers research group, WD Partners concluded that shoppers still prefer feeling, walking around, and gathering with friends and families during the holiday shopping season....

The top remedies to quell ‘customer rage’

In the world of social media, where consumers publicly speak out against poor customer service, it has been estimated that U.S. businesses can lose $60 billion in future sales of goods and services. A recent report from a cloud contact provider stated 85%...

Service with a snarl: What to look for and how to avoid it

No doubt we have all been victims of bad customer service, and no doubt we have left companies and moved on to their competition because the experience, at least in our own eyes for the moment, had been intolerable. Of course, we all have...

Customer service sparkles with romance at St. Augustine specialty boutique

While Cupid may not have the reputation for worrying about customer service when it comes to thoughts of love, it's clearly evident the diapered imp of romance has never had to deal with an epic proposal like Kanye West and Kim Kardashian in the...

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