Employee Engagement and Customer Satisfaction

In our most recent blog series, business writer Lynn Miles Peisker makes a case for why organizational leaders should revisit their understanding and approach to customer service, especially in a post COVID marketplace. To back up this recommendation, she cites a surprising statistic from a Forbes article by Shep Hyken. Highlighting results from his firm’s...

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Boost Customer Service Levels by Preparing and Empowering Your Team

I went for a walk with my neighbors today. There were five of us, a real cross section. In just the 2.75 miles it took to get our steps in, I was reminded of key customer service lessons that you might find helpful. One neighbor explained how inconsistent newspaper delivery plagued our neighborhood and how...

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Time to Update Your Customer Service Strategy?

Once upon a time, a customer service representative was a specific role in a company, behind a desk or answering a phone. Now every interaction your employees have with customers (potential, current, and former) is an opportunity to make an impression on behalf of your company. Every touchpoint with every customer makes a difference, and...

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