Larry Alton
How Customer Service Is Changing from Multichannel to Omnichannel (and What to Do Now)
Many modern brands have already adopted a multichannel approach to customer service. They incorporate many methods of communication, and many touchpoints for customers to use, such as email, phone calls, and in some cases, face-to-face interactions. But as physical and digital...
Google Study Shows that Good Customer Service Is More Impactful than Loyalty Programs in...
There’s always some debate about the things that attract customers to a travel brand or product. If you’ve been banking on loyalty programs to hook your customers, you’ll have to guess again. Research shows that it’s customer service that travelers want. Google’s...
4 Customer Service Affordability Tips
When it comes to customer service, it’s the expense that most businesses complain about. If you find that it’s hard to fit customer service into your budget, it may be time to reevaluate your current strategy. The High Cost of Customer...
How Supplemental Information Helps Your Customers Beyond Their Purchase
No matter what you sell, your business depends on customer satisfaction. When your customers are happy, your company has a better chance to thrive. Generating satisfied customers requires more than a great product. You also need to help them get...
How to Inspire Customer Loyalty Through Discounts and Rebates
Customer loyalty is imperative if you want your business to succeed. The cost of retaining a customer is 6 to 7 times lower than the cost of acquiring a new one, depending on your industry. The trouble is, inspiring loyalty through...
How Interactive Tech Is Shifting The Real Estate World
As an industry, real estate has always relied on the in-person interaction between potential buyers and properties to close a sale. This made it a slow process, often requiring multiple participants to align their schedules and, in some cases, buyers have to...
A Guide to Understanding How Customers Make Decisions
People are confronted with thousands of decisions every single day. Some are important and others are relatively insignificant. From a business perspective, it’s helpful to understand how customers make decisions regarding the products and services they purchase. How Customers Make Decisions People...
How to Keep Your Customer Service Agents Happy (and Why You Should)
When managers try to improve their customer service department, they often focus on improving things like scripts, contact options, and employee knowledge. All these investments can help, but they pale in comparison to a deceptively simple improvement that can benefit your...
5 Tips for Engaging Target Customers in Your Content
There’s a lot of time and energy that goes into developing a strong business and knowing your audience. But after you’ve defined who your audience is and developed relevant content, how do you get them to engage with it? The primary goal here is...
3 Tips To Turn High Maintenance Customers Into Your Biggest Asset
We’ve all experienced customers who need more than we’re able to give; customers with unreasonable requests or an excessive amount of questions. These customers are often called “high maintenance.” However, a customer’s need for extra attention isn’t always their fault. Aside...
Are Your Employees Invested in Customer Outcomes? Here’s How to Tell
In some respects, customer service is cut and dry. If a customer has a question, you answer it. If a customer has a problem, you attempt to resolve it. The process is so straightforward that most companies have a script or...
2 Tips To Market To Kids When Your Products Will Enrich Their Lives
We know Millennials spend more money on ecommerce each year than other generations, but they’re not the youngest age group that influences household purchases. According to PackagingDigest, kids influence up to 80% of household purchases, and make their own purchases with money...
Real Estate Customers Aren’t Buying A House – They’re Buying A Dream
As a real estate agent, you know your clients are preparing to make the largest financial transaction they’ve ever made, and it will take time for them to trust you. To earn their trust, you’ve got to identify their goals and...
The 6 Most Common Customer Complaints Faced by Medical Services
Organizations within the healthcare space, such as doctor’s offices and hospitals, almost always have a singular focus guiding their practice: treating as many people as possible as successfully as possible. It’s an important priority, and one that should remain, but too...
Using Quality Assurance to Improve Your Customer Service
Quality is one of the most important aspects of the experience for your customers. They seek quality in products, interactions, transactions, your website, and more. According to a survey of more than 200 senior marketing managers, 71 percent say that quality assurance in customer...
5 Industries That Neglect Customer Service—But Shouldn’t
Customer service is a central feature of certain industries; without it, no business would be able to succeed. For example, imagine a restaurant that served delicious food, but had rude servers and took hours to bring your food to you—it would go under, no...
Should You Offer Product Protection Insurance to Your Customers?
Many companies choose to offer product protection to their customers, either as an automatic addition of value, or as an available “extra” for a nominal fee. There are many advantages to this, including appealing to new customers and guaranteeing higher rates of satisfaction, but...
6 Powerful Tips for Better Sales Calls
When studying the most successful sales, marketing, and customer service professionals, one thing clearly sets them apart from the pack: They understand how to engage customers. In other words, they don’t just lecture their audiences – they work on truly connecting with them. If...
Are Your Company Policies Destroying Customer Service?
As a business owner, it’s important to have policies in place to create and maintain order. It seems like having strict policies would always contribute to customer success, but sometimes policies do the opposite. Thanks to policies that put company profits first, employees often...
8 Tips for Improving Tech Phone Support
Customers place quality phone support as a high priority when choosing a service. When using software or another digital service you don’t fully understand, the ability to call knowledgeable staff 24/7 is invaluable. Therefore, if they don’t find that service to be adequate, it...