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Jodi Beuder

Jodi Beuder
We help organizations create a positive connection between customers and brands. We promote synergy through integration as it builds on the decades of collective history of renowned expertise. MHI Global is your comprehensive source for customer-management excellence solutions to compete in today's ever-changing, customer-centric environment.

Multi-Channel vs. Omni-Channel—Know the Difference!

Marketers and customer experience professionals are no strangers to the term “omni-channel.” This concept has been talked and written about—ad nauseam, some would say—for...

Hiring Practices for Customer Support – 3 Personality Traits to Look For

Customer success begins with employee success. Employee success begins with hiring success. Hiring success begins with knowing the right skills and qualities to look...

4 Ways Contact Center Agents can Build Customer Loyalty

Here’s what we know about cus­tomers and your business’s bot­tom line: retain­ing exist­ing cus­tomers is less expen­sive than woo­ing new ones.  How do busi­nesses...

Training your Agents to Deliver a Customer Experience, not just Customer Service

There is a lot of talk about the cus­tomer expe­ri­ence and how impor­tant it is for com­pa­nies to deliver an expe­ri­ence, not just ser­vice....

3 KPIs to monitor in 2015

So much infor­ma­tion and so lit­tle time! This is not an unfa­mil­iar lament amongst small-to-midsize con­tact cen­ters. With so much data read­ily avail­able to con­tact cen­ters,...

The Customer Service Journey: Does It Lead Customers Back to You?

This is part 2 of our dis­cus­sion on Cus­tomer Jour­ney Map­ping that we’re fea­tur­ing this month. The ulti­mate goal of cus­tomer ser­vice is to deliver a...

Mapping the Customer Service Journey in Four Easy Steps

Ring­ing in a New Year is a great time for busi­nesses to take some time to reflect on the suc­cesses and chal­lenges of the...

Our Predicted Customer Service Trends for 2015

Go mobile or go home. As we do our best to look into the future to see where cus­tomer ser­vice trends are headed the...

Top 5 Trends Affecting Tech Support

It seems that nearly every day there’s a new app for this, or a new cloud-based solution for that. With information technology (IT) changing...

The Non-Annoying Way to Brag about Your Awesome Tech Support Customer Service

When your tech sup­port divi­sion receives high cus­tomer ser­vice marks, what is your first reac­tion? Do you find your­self trip­ping as your sprint up...

How to Bridge the Gap between What Employers Want and What Employees Can Do

The Great Reces­sion has come and gone, yet star­tling unem­ploy­ment num­bers remain – par­tic­u­larly for those aged 25 and under. Recent esti­mates put the...

How to Train Your Customer Service Agents for Tech Support

Con­trary to what some peo­ple might think, cus­tomer ser­vice and tech sup­port are not the same role. The type of train­ing and ser­vice offered...

5 Telephone Etiquette Tips to Help You Deal with Angry Customers

In order to pre­pare your­self and your team for the bar­rage of cus­tomer calls that will come with many heavy shop­ping sea­sons of the...

How Small Businesses Can Offer Great Customer Service

In honor of National Small Busi­ness Week, we’d like to offer some tips for all of you hard-working small busi­ness own­ers out there. Small...

Customer Loyalty is Almost Dead: Can VoC Programs Save It?

Just because your cus­tomers are using your phone ser­vice now, or com­ing to your restau­rant for Sun­day brunches these last few months, or have...

“Get To Know Your Customers” Day

Most of us who are old enough to remem­ber would have fond mem­o­ries of the good old days when busi­nesses were ran by own­ers...

How to Improve Customer Loyalty? Create Happy Employees

It’s April, which means it’s Cus­tomer Loy­alty Month. Cus­tomer loy­alty doesn’t just “hap­pen” – it comes from a com­pany that places a pri­or­ity on...

Drive Customer Loyalty By Truly Getting to Know Your Customers: Part II

In honor of Cus­tomer Loy­alty Month, we’ll be focus­ing on top­ics that will help you increase your cus­tomer loy­alty. This arti­cle is 2 of...

Drive Customer Loyalty By Truly Getting to Know Your Customers

In honor of Cus­tomer Loy­alty Month, we’ll be focus­ing on top­ics that will help you increase your cus­tomer loy­alty. This arti­cle is 1 of...

What Qualities Make a Difference in Customer-Facing Employees?

Say you’re pur­chas­ing a new cloud-based cus­tomer rela­tion­ship man­age­ment (CRM) sys­tem for your com­pany. You’re faced with sim­i­lar prod­uct options, and the pric­ing struc­ture...

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