Chris Peterson published an article last year titled 7 Reasons Why Traditional Retailers Are Struggling, which covers some of the mistakes retailers are making in the face of online competition.  Number seven on that list, “Associates are treated as an expense … not as a strategic differentiator” is something we’ll expound…

Failing customer service is a death knell for any business — there’s no surer guarantee of decline.  Spotting those early signs is critical, and it’s not always as obvious as seeing bad reviews on Facebook or Yelp. Employee Satisfaction If your employees are unhappy, your customers will be too.  Employee…

Customer complaints are an unavoidable challenge for any business to confront, but knowing how to deal with them can do more than save sales—they also build customer loyalty.  In that vein, 7 Steps for Dealing with Angry Customers (Forbes, 2013) has some key customer service tips, including the core tenets like, “Actively…

Customer service is the lifeblood of every business and is something that will make or break any company long term.  But putting signs in the break room that emphasize how important the customer is can only accomplish so much.  Even a rigorous initial training program for your employees can break down…