Guest Service

Some studies have shown that customizing customer experience can lead to customer satisfaction. At least 55% of companies believe that enhancing customers’ experience should become a top priority for any business intending to grow in 2021 and beyond.

If you are looking forward to improving the customer experience with your brand, you don’t want to skip the following trends for 2022.

Pay, benefits, flex schedules may be important, but the best employee retention element is the quality employee relationships people build. 5 ways to help.

“I think the restaurant job of the future will really exist at sort of the connection point between incredible people skills and the ability to leverage technology,”

During his daily City Hall news conference, de Blasio ignored the pressing issue of public safety and called his "revolutionary" initiative for the NYPD "a paradigm shift," saying, "Customer service has to be what the NYPD is about."

I admit, there are many ideas I repeat over and over ... and over again. Just ask my wife, Karen. � Here’s one: Providing outstanding customer service is simply not that complicated. Just do for people what you don’t have to do and they will sing your praises!

So, is your organization delivering QBQ! Service? Are you a ... Salvador?

“How can I know if we’re really customer centric?”: it’s a question, I’ve been wanting to address for a while now on this blog, because I’ve been asked this so many times. As with many things in life, there are multiple ways to address this inquiry, of course.

There’s a reason gamification has continued to be one of the marketing buzzwords you’re seeing everywhere. Because it works.

Gamification involves applying game mechanics, as easy as challenges, bingo cards, memory games, scratch-off,  or spin-to-win, to marketing-driven outcomes such as visiting a website, watching a video, or interacting on a platform.

In their own voices, seven customer service representatives reveal what it’s like being caught between abusive callers and demanding employers.

In fact, the basics are the absolute starting point for customer service. But going beyond those essentials can be a differentiator, and in a world of commoditized goods and services, standing out in a crowd–especially when it comes to customer service–can have game changing effects in customer satisfaction, efficiency gains, and revenue retention and growth. So how does an organization get there?

Too many salespeople and business owners let customers put them in a shootout at the price corral. When you and your competitors all uncover the same needs and offer similar solutions and benefits, you leave the customer no choice but to treat all these offers like they were commodities. That drives the price down sometimes into no profit territory.

Do Loyalty Plans Work for US Shoppers?  The answer is yes, but they are more influential in certain segments and in different regions of the country. In a survey of over 52,000 consumers across the country 53% of shoppers said that loyalty programs influenced their purchases and 47% of consumers said they did not.

More than 34% of workers responding to a survey in early September reported more violations of their rights in 2021 compared with last year, the report said. Nearly 35% said their tips and additional wages did not bring them up to their state’s minimum wage; and nearly half (47%) said they were not compensated for overtime.

Overall, workers said tips have declined and sexual harassment and customer hostility has gotten worse in 2021, according to the survey.

Customer churn is a top concern for any business, especially if you're operating a B2B model. Read on to learn how to build a B2B customer retention plan.

When you have invested the time and money to acquire a brand-new customer, you lose on the full revenue capacity of that individual if they leave, or churn, earlier than preferred. By minimizing the rate of churn, companies prosper and grow quicker.

Is AI driving digital transformation? Or is digital transformation driving the adoption of AI? Are they synergistic, or just getting in the way of each other?

Numerous studies show that large organizations are realizing only limited success in digital transformation projects

The wheel may be one of humankind’s greatest innovations, but keep in mind that it’s what the tool can do – not the tool itself – that guides history.

This applies to high-tech inventions as well. Retailers thought digital shopping would forever alter consumer behavior, but actually, it’s the implicit capabilities behind e-commerce that are feeding more widespread, and potentially daunting, change.