Author Archives: Rieva Lesonsky

About Rieva Lesonsky

Rieva Lesonsky is CEO of GrowBiz Media, a media and custom content company focusing on small business and entrepreneurship. Email Rieva at rieva@smallbizdaily.com, follow her on Twitter.com/Rieva and visit her website, SmallBizDaily.com, to get the scoop on business trends and sign up for Rieva’s free TrendCast reports.

Nextiva Tuesday Tip: Does Your Customer Service Automation Go Too Far?

Do you think crotchety senior citizens are the only people who still complain about not being able to talk to a live customer service rep? Think again. When a recent poll asked 1,000 U.S. consumers for their number-one customer service gripe, not being able to get from an automated phone system to a live person […]


Nextiva Tuesday Tip: How to Take a Summer Vacation and Still Provide Great Customer Service

Do you want to take a summer vacation this year, but fear you can’t without your company’s customer service suffering? Perhaps you’re worried about how to handle employees’ requests for time off this summer and still provide great service. Your small business doesn’t need to suffer, nor do you and your staff need to sacrifice […]


Nextiva Tuesday Tip: Do Customers Hate Your Business?

Do your customers hate your business—not because of anything you’ve done, but simply because of what you do? For example, most of us dread going to the dentist, meeting with our accountants to prepare our taxes, or taking our cars in for repair. The best-case scenario is at least an hour of pain and suffering; […]


Nextiva Tuesday Tip: Customers Love Loyalty Programs

Do you have a customer loyalty program? If not, you’re missing out—because loyalty programs drive sales. Sixty-three percent of customers in the 2015 Loyalty Report say a loyalty program makes their relationships with a brand better, and 34 percent say they wouldn’t be loyal to a brand without a loyalty program. In addition, 64 percent […]


Nextiva Tuesday Tip: 3 Ways to Attract Millennials to Your Customer Service Jobs

Can you get Millennial employees to work in customer service roles? If you’ve swallowed the conventional wisdom about this generation—that they’re entitled, spoiled and hard to work with—you may think there’s no way you could convince them to take a “lowly” entry-level customer service role. But the conventional wisdom about Millennials workers is far from […]


Nextiva Tuesday Tip: Why You Need Customer Service Meetings

Handling customer service is a 24/7 job for a small business, so it’s tempting to let regular meetings with your customer service employees fall by the wayside. Don’t. Meeting regularly with your team is essential to keeping your customer service stellar. Here are topics you and your team should discuss at your meetings: Weekly: Weekly […]


Nextiva Tuesday Tip: Don’t Let Technology Destroy Your Humanity

When it comes to customer service, how much automation is too much? For a small business owner, using technology to automate customer service assistance—such as enabling customers to schedule appointments online or request quotes online—saves time and money. However, it’s important to think about customer service not only from a business standpoint, but also from […]


Nextiva Tuesday Tip: Are You Measuring Customer Experience?

Don’t look now, but the pressure to provide superior customer service just got even greater. According to new research from eConsultancy, the customer experience is becoming more and more important because products and services are increasingly commoditized. Companies—especially those, like small businesses, that can’t compete on low price alone—are finding customer experience is the best […]


Nextiva Tuesday Tip: Spring Clean Your Customer Service

Is your customer service all that it should be? As a long winter slowly ends, the economy (knock on wood) continues its upward trend and consumers feel the itch to spend, now is the perfect time to do some “spring cleaning” on your customer service. Here are X areas that might need a going-over. Staffing. […]



 
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