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...