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Customer Service

Traveling for the Holidays? 6 Ways Airlines Reflect the Decline of Civility

Laurie Levy | Posted 12.23.2014 | Fifty
Laurie Levy

Just took a routine flight from Chicago to Boston. No rain. No snow. Only a 30-minute delay going there due to a "typographical error on the pilot's checklist." (What on earth is that?) So why am I complaining? Well, air travel has become a metaphor for the overall lack of caring and civility we see around us every day.

The Road to Hell for Any Brand Is Paved With Guaranteed Marketing Results

Lee Traupel | Posted 12.21.2014 | Business
Lee Traupel

Great marketing is iterative and subject to lots of variables. "Guaranteed results" are inherently time limited and the negative economic bias that's set up at the outset means there is no budget or time for iteration.

It Takes a Nutjob to Provide Good Customer Service

Greg Schwem | Posted 12.17.2014 | Comedy
Greg Schwem

My 17-year-old daughter recently obtained her first job at a nationally known retail chain. At the risk of defying her threat that, "you had better not tell anybody where I'm working," I will not reveal the chain's identity.

Fight Content Smog to Win Fame, Fortune and Your Dog's Undying Love

Lee Traupel | Posted 12.13.2014 | Business
Lee Traupel

Scratch any millennial geek today and "disintermediation" will bubble to the surface immediately. For good reason. Our world is being redefined as never before. It's the new digital world order and here is quick review for brands in need of refreshment.

Stop It! Five Things That Drive Customers Away

Ellen Rohr | Posted 12.12.2014 | Business
Ellen Rohr

If you and your team members just STOP doing these five things, you can grow sales and profits without spending an additional dollar.

The Customer Service Experience That Absolutely Shocked Me

Ann Brenoff | Posted 12.11.2014 | Fifty
Ann Brenoff

With the precision of a Rockettes' dance number, one by one the windows in my house have all snapped the little doohickey that lets them slide up and down smoothly and keeps them from going off-tilt. If I were a window repairman, I'm sure there would be a real name for the broken part and with that real name, a real expensive price tag and a real expensive labor call.

How Technology Is Taking a Byte Out of Customer Service

Doug A. Sandler | Posted 12.10.2014 | Small Business
Doug A. Sandler

I'm not sure when it happened, but I can assure you, I am not happy about it. As a guy that has owned a business for 30 years and been the primary employee (okay, the only employee), I have gotten the chance to put on many hats.

6 Tips for Building Better Business Relationships

Melinda Emerson | Posted 12.10.2014 | Small Business
Melinda Emerson

Many people believe that their first meeting is the start of a business relationship, I'm letting you in on the fact that it actually begins with the first sale.

Why I Left Delta and Took My Diamonds Elsewhere

John Nicholson | Posted 12.09.2014 | Travel
John Nicholson

In this traveler's eyes, American air carriers generally, and Delta specifically, have slipped from atop the quality and service rankings. They have gone from diamonds to diamonds in the rough. And with a good bit of polishing, we may both one day be Diamonds again.

Speed to Market is Essential for Success in the Digital Age

Lee Traupel | Posted 12.16.2014 | Business
Lee Traupel

There's an old Gypsy saying heard around the campfire: "speed can be a friend or your enemy." This is so applicable to small to mid sized companies today. Rapid change and global markets are defining how business grow and compete.

Who's Your Best Customer?

Lydia Loizides | Posted 12.03.2014 | Business
Lydia Loizides

To be truly competitive in today's marketplace, company leadership will need to shift their mindset, putting their employees first with the understanding that an engaged employee leads to better, more profitable customers.

Why I Think Customer Service Is Worse Than Ever

Tom Cramer | Posted 11.29.2014 | Fifty
Tom Cramer

Since October, I've been trying to find a company that can fix something in my home, before it got too cold. It was easy to find companies that would sell all new equipment and install. However, I am looking for someone who would also provide estimates for repair, as I believe the largest and most expensive components are salvageable; it's the supporting pieces that are in disrepair.

Picking Experts and the Quest for Great Weight Loss Surgery

Don McNay | Posted 11.28.2014 | Business
Don McNay

The best way to have a successful weight loss surgery is to treat it like a business project. I have definite goals, measurements, objectives, benchmarks, time frames and a vision on where I want to be within a year.

Great Content Is Embedded in Your Business DNA

Lee Traupel | Posted 11.26.2014 | Small Business
Lee Traupel

Involve your entire organization whether it's five or fifty people: great content ideas come in all shapes and sizes: admins, customers, channel partners, sales, support, customer service and/or exec staff.

These Are the People in Your Neighborhood

Katherine Fritz | Posted 11.24.2014 | Healthy Living
Katherine Fritz

In truth, our neighborhoods are vastly more sprawling and interconnected than we frequently choose to acknowledge.

The Pen Is Mightier Than The Printer

Donna Highfill | Posted 11.23.2014 | Fifty
Donna Highfill

I'll admit it -- I was never a note writer. I actually tried to elope with my first husband just so I wouldn't have to write thank-you notes for my wedding gifts. Did I appreciate the gifts that were given? Of course. But I'd rather do without 5.45 sets of china than have to write ten thank you notes.

Service Excellence: It's Not Just for Holiday Shopping

Pam Lyra | Posted 11.21.2014 | Business
Pam Lyra

As a service professional, I used to find myself ranting about my terrible service experiences to friends and family. Then, one day I had a perspective change, and I began raving about my great service experiences -- to the persons who delivered them to me.

Fight Content Starvation With Savvy Publishing Tactics

Lee Traupel | Posted 12.16.2014 | Small Business
Lee Traupel

So, you just uploaded some great content to your blog post and shared it across you social accounts expecting a signal back from the universe. But nothing: a ping with no echo.

Four Critical Marketing Strategies for Growing Your Business

Lee Traupel | Posted 11.18.2014 | Small Business
Lee Traupel

Digital Oxygen starts and ends with design, with smart content woven into the mix. What's on your critical short list and what can you pushback til...

Tech Nirvana: Don't Take a Knife to a Gunfight

Lee Traupel | Posted 12.16.2014 | Business
Lee Traupel

Today's shiny markets wrapped in social media and buffed with billion-dollar valuations are a false line on the horizon for non-tech-savvy brands. ...

Creating Content is About Grit, with Little Glory Early On - Be Tenacious

Lee Traupel | Posted 12.16.2014 | Business
Lee Traupel

Terabytes are written about how to create great content every day. It all flows from a few simple attributes. Cut to the chase, tell a story, find a...

25 Ways to Connect With Your Clients

Susan Kerr | Posted 11.06.2014 | Business
Susan Kerr

I've built my life around learning about, reflecting on, thinking of and caring for people -- their motivations, best interests, livelihoods, lives. I've lived different chapters of this; and I do believe the way I care and how I care has changed across the years.

Development Folks, What Can We Learn From the Private Sector?

Jeff Thindwa | Posted 11.03.2014 | World
Jeff Thindwa

If governments, service providers, and donors learned from the private sector and treated recipients of public services like actual customers, greater sustainable development could be achieved.

If Your Web Site Is Driving Marketing Strategy, You Are in Trouble

Lee Traupel | Posted 12.16.2014 | Business
Lee Traupel

Too many businesses fail miserably at good web site design. Every web site is a living/breathing digital asset and has to be developed accordingly. Your business is just homesteading on social media platforms but you own your web site.

10 Tips to Handle Difficult Customers in Your Small Business

Melinda Emerson | Posted 10.31.2014 | Small Business
Melinda Emerson

You must know by now, repeat customers are key to building a successful small business. But, it isn't always easy to build a relationship, and you need to have a plan in place to deal with bumps in the road when customers are unhappy.