Encouraging Positive Reviews

We’ve long stressed the importance of maintaining your business’s reputation, as public opinion is slow to change and so crucial to your ongoing success. There are many factors that can influence that reputation, but one major concern is the reality that negative customer experiences are far more likely to result…
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Communication Channels and the Customer Experience

A business’s ability to communicate with its customers is critical for its long-term survival. Sales, services, and support all rely on communication, otherwise we might as well all shop from mail-order catalogs. For decades, the two primary channels for doing so were either in-person or were over-the-phone. But since the…
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Are You Losing Customers to Bad Customer Service?

The customer experience is the most crucial aspect of your business, beating out even your products and service offerings in the hierarchy of whether customers choose to shop with you or with a competitor. This was confirmed again by Shep Hyken, who recently put out a “special report on customer…
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Mystery Shopping for Compliance

Many industries are closely regulated, and so it’s very important for employees to follow the rules and avoid any legal violations. For example, retail stores that sell tobacco or alcohol are not permitted to sell those items to anyone under the age of 21, and doing so can result in…
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