SCAM ALERTS
(406) 586-3036
FREE PHONE SHOPS

Balancing Customer Service and Self-Service

Our world seems to be getting more automated by the day, and so it’s natural that many small businesses find themselves grappling with the balance between providing hands-on customer service and offering the convenience of self-service options. Customers’ expectations continue to evolve with the times, with many placing a high…
VIEW FULL POST

When the Fight’s Not Worth It

Many business owners and managers have fallen into the trap of believing that every customer is worth fighting for. The age-old adage that tells us the customer is always right has convinced many of us that we need to bend over backwards to satisfy every person who comes through the…
VIEW FULL POST

More Than Lip Service

All businesses should want to deliver an exceptional customer experience, but actually accomplishing this goal desire takes a lot more than good intentions. We have to do more than simply express our intention to improve, recognizing that meaningful progress requires a strategic approach and sustained effort. As Shep Hyken, a…
VIEW FULL POST

Soothing the Burn of Rising Prices

Price increases are a constant challenge for both businesses and consumers alike. Inflation, supply-chain frustrations, and even rising minimum wages have all contributed to higher costs for everyone. These complications affect everything, both upstream and down, leaving many customers feeling like they’re being taken advantage of. However, with some thoughtful…
VIEW FULL POST

Peloton Interactive: A Case Study

One of the most important assets any company enjoys is its reputation, both in the way it is perceived by consumers and by how it is seen by potential employees. A bad reputation is hard to shake off, as memory for the mistakes seems to last longer than for the…
VIEW FULL POST

The Power of “Yes”

In the world of customer service, the word “no” acts as a barrier that shuts down communication and ultimately stifles solutions. As Dr. Nido Qubein, a renowned motivational speaker and entrepreneur, said, “I always start with a yes. It doesn’t always end that way after we’ve done the study, but…
VIEW FULL POST

Crush Frustration with Efficiency

In a recent blog titled Simplify the Complicated (Part Three), customer-experience expert Shep Hyken discusses the importance of businesses simplifying their sales and customer services processes for improved productivity. He quotes Einstein, saying, “Genius is making complex ideas simple, not making simple ideas complex.” Hyken essentially challenge us to find…
VIEW FULL POST

Boost Your Business with Generosity

The customer experience is the key differentiator that separates businesses that enjoy years of sustained growth and success, and all the rest. Savvy business owners and managers know that in order to create great customer experiences, their businesses must offer memorable ones. One highly effective, if often overlooked, strategy is…
VIEW FULL POST

Why Every Small Business Needs a Mystery Shopping Program

Small businesses face a series of unique challenges that high-quality customer service difficult to maintain. Unlike large corporations, for example, small businesses often operate with fewer employees and resources, which can lead to inconsistencies in service—particularly when employees juggle multiple roles and responsibilities. Further, small businesses are usually more vulnerable…
VIEW FULL POST

Recent Comments