Earlier this year, I had an experience with a business that inspired me to provide some feedback. I reached out, leaving a voicemail, but no response ever came. I then decided on another route; I posted a review. Fast forward four months, I get a notice from Google informing me that my review had received … Continue reading The Power of the Pen (Keyboard); Its’ reach is more persuasive than ever.
An axiom, if ever there was one. But what if customers see problems with your business that you do not? As customers, we have all had moments where we wonder "where’s the manager" and "can't they see what I’m seeing." Not knowing or not seeing the business through the eyes of the customer can negatively … Continue reading You Don’t Know, What You Don’t Know.
Who Are Your First Responders for Customer Care? The term “first responder” has gained a high-level of respect. It doesn’t single out a particular type of public servant. Instead, it is all-inclusive of those who are most likely to be the first on the scene of an emergency. In some instances, the first response comes … Continue reading June 20 – Who Are Your First Responders for Customer Care?
The Age of Going Viral – The Good and the Very, Very Bad With all the coverage of the coronavirus, it got me thinking about viruses and how easily they spread. There is nothing systematic about the spread of a virus, especially when it can be spread through the air. You don’t know who might … Continue reading March – The Age of Going Viral – The Good and the Very, Very Bad
What Happens When a Customer’s Request or Complaint Is Ignored? Speed and convenience are both highly valued by today’s consumers. We want it fast, and we want it easy. In 2011, Oracle reported that 50 percent of consumers gave a brand just one week to respond to an inquiry before they stop doing business with … Continue reading Are Customer Service Response Rates Hurting Your Business
Survey Fatigue - It's Real It's something everyone can relate to - SURVEY REQUESTS. It's impossible to avoid them. Whether you do business in person or online, survey requests are inescapable. They clutter receipts, flood inboxes, and popup on websites. Even routine doctor visits are followed up with a request to fill out a survey. Intense competition across all … Continue reading The diminishing value of Customer Surveys -Survey Fatigue – It’s Real