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: Provide Proactive Customer Care

How proactive is your small business’s customer service? Even if your customer service reps are ready to respond to phone calls on the first ring, know all the answers and can solve every possible problem a customer may have, they could still be doing more. “Proactive customer care” is one of the top customer service […]


Nextiva Tuesday Tip: How (and Why) to Improve Your Internal Customer Service

You’re all about customer service—but how well does your company handle internal customer service? Internal customers are the employees at your business, all of whom depend on—that is, are “customers” of—other employees to get their jobs done. Internal customer service is important because if it isn’t up to par, your business will function less efficiently […]


Nextiva Tuesday Tip: Are Machines the Future of Customer Service?

In the future, will machines be handling all aspects of customer service? As social media, live chat and texting become part of the fabric of customer service, IBM has begun taking customer service even further into the digital age. The Wall Street Journal reports the tech giant is currently testing new software that uses “emotional […]


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 […]



 
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