Tag: customer service

  • Customer Service: Old Basics and New Strategies

    January 31, 2013

    As companies plan for a more profitable 2013, customer service dominates the playing field. Organizations in industries that typically receive bad press about their customer service, such as the airline industry, are even more poised to make inroads to improve customer service. For example,

  • Infographic Find: 10 Things Your Customers Wish You Knew About Them

    August 28, 2012

    Like our clients, we find infographics provide a rich and powerful way to show big data and big ideas. The folks at HelpScout developed this one, which is one of our new favorites.

  • Infographics: New Way to Display Big Data Relationships

    April 29, 2012

    Whether through streamlined mystery shop data, customer survey information, or newsletter tips, our goal is to make it easy for you to view your own customer experience information, as well as the latest trends in the industry.  By now, you may have heard about infographics, a completely visual way for companies to share information.  As companies strive to provide busy customers with relevant information quickly, infographics offer the perfect solution. Customers view these informative images in a condensed format, and the charts can be creative and fun.

    As an example, take a look at these customer loyalty infographics, we have collected on our Pinterest. Topics include social customer service, good customer

  • Please Hang Up So I Can Serve You! Serving the Smartphone-Distracted Customer

    March 28, 2012

    When you think about mobile devices and their impact on the in-person customer experience, have you considered that nearly 2 billion people will have Smartphones by 2017? If not, you should!

    You should also consider how your employees serve these distracted customers.

    • Do your new accounts personnel approach waiting customers, only to find them with their heads down, texting away?
    • Do your servers wait for diners to look up from their cell phones?
    • Do your retail associates stand awkwardly while a distracted cell phone talker holds up the line?

    From restaurants to banks to retail stores and beyond, busy associates encounter the same challenge – customers who multi -task with cell phone conversations, texting or using an Ipad. In response to this growing phenomenon, we wanted to take a closer look at the ways that distracted customers impact customer experience in these industries.


    Mobile-crazed Diners

    Rather than embracing mobile trends, some restaurants simply ask customers not to use their cell phones inside their locations. For example,

  • Customer Service During Hectic Times

    September 20, 2011

    Steady customer traffic is what every retail company wants in its stores, but do companies perform as well during the unexpected busy times as they do for the expected high-volume periods?

    Companies benefit from an increased number of customer visits only if associates meet customer demands during the rush.  To do this, companies need to prepare an approach and strategy to adapt for larger crowds.  Companies anticipate busy times, such as the holidays, by stocking up with the right items, carrying items within the appropriate price ranges and learning from past holiday trends about which items to carry and how many.   As Inc.com points out, some companies prepare well for the fast-paced holiday selling time by instructing employees to be honest about possible wait times.