Cheryl Hanna
Cheryl Hanna
Service Untitled
Cheryl Hanna is a successful real estate sales person in Florida and has used her customer service knowledge and experience to set her apart and gain a competitive edge in a very difficult market. Cheryl has been writing professionally since 1999 and writes for several blogs and online publications
Is self-service better than live customer service?
Assuming there are no waiting lines, would you opt to use a self-service kiosk at the airport to check-in or would you prefer to...
The attitude of customer service
Every day we see customer service in action. On most days, we just accept it for what it is worth, but on occasion it's...
Improve the quality of customer experiences
According to Strativity Group Customer Experience Management, which provides customer experience services, a recent Sydney, Australia study found 48 percent of executives increasing their...
Rules of customer engagement
In the 1950?s, Noel Coward coined the phrase, "The show must go on," referencing an actor's moral and professional responsibility to give it...
Customer service a lot less friendly in the skies
According to US News and World Report Travel, Atlanta-based Delta Airlines scored the worst of major airlines with the dubious honor of ranking first...
Look after your staff and they will look after your customers
Fortune magazine rates the top ten best companies to work for every year and interviews someone from each organization. None of the employees rated...
Customer feedback gets personal
There aren't too many receipts we get from retailers nowadays that don't offer us some kind of reward to log on to a ...
Create a vision for excellent customer service
Every call, email, chat, or visit to a company's website is a unique experience for an organization to differentiate itself from their competition....
Use social CRM to improve communications
The original buzz word phrase of Customer Relationship Management began as a process to help companies manage their customers and potential customers by using...
How to overcome negative brand perception
It's the elephant in the room when consumers become disenchanted with a company's brand. Your products and services provide your customers with the choice...
Make it a real customer experience
Great customer experiences are not accidental; they are strategically designed to appeal to everything that touches a consumer, client, or customer. Extraordinary customer experiences...
Customer satisfaction survey reflective of weak economy
Would you ever think there would be a customer satisfaction survey about soda preferences? After all the product is relatively inexpensive, and consumers...
Branding is built on trust
Trust in a company's brand attracts customers. They want to believe that the product or service behind that brand is what they want and...
Combat offensive customer service
London's Cooperative Bank states each of us "suffer 246 incidences of bad customer service" during our lifetime. This includes lousy service and less than...
Mixing rewards and incentives eat away at brand loyalty
This morning I walked into my usual pharmacy to refill an allergy prescription, and there was a sign inviting new customers who transfer their...
It’s all about great customer service
It's still the great tsunami of business success; great customer service improves brand loyalty and increases profit. Customers would rather pay more for services...
Good service valued over good food?
Empathica, a customer service management firm, surveyed 3,000 U.S. and Canadian consumers about the value of good service over the quality of food they...
The value of roleplaying in customer service training
The typical customer training course teaches agents what a customer wants or doesn't want and highlights the common mistakes committed by new and experienced...
Book Review: Four Seasons – The Story of a Business Philosophy
I just read Four Seasons The Story of a Business Philosophy by Isadore Sharp, founder, chairman, and CEO of the Four Seasons Hotels...
Customer loyalty needed to maintain competitive advantage
In a recent article Ford Motor Company commented on figuring out how it can improve customer loyalty and have a longer relationship than they...