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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Creating a Winning Customer Experience in 2021

PART 1. In an age of rapidly viral social media, your customers tell others about their experiences. Not everyone does that on a presentation stage before thousands like my brother does, but people talk. Are you driving people to your business only to deliver a mediocre customer experience? Recently, I had lunch at a new...

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Online Writing Skills Make Big Business Impact

Quick! Take a glance at your phone. See that little red circle on your email icon? What’s your number? I am determined to keep that number in the single digits. How about you? Whether you are an inbox zero devotee or ignore the number in the red circle altogether, there is no doubt that email...

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