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, follow her on and visit her website,, to get the scoop on business trends and sign up for Rieva’s free TrendCast reports.

Nextiva Tuesday Tip: Recovering From a Customer Service Slip

How your small business recovers from a customer service slipup is one of the most important aspects of good customer service. Why? Because one bad customer service experience runs the risk of running your good reputation—even with loyal customers. Let me share an example. This holiday shopping season, I seem to be encountering an unusually [...]

Nextiva Tuesday Tip: Do Social Media and Customer Service Mix?

A few years back there was a flurry of interest in using social media as a customer service tool. Reports in the media of big companies ignoring customer complaints on Facebook and Twitter—then facing backlash—led businesses to worry so much about their online reputations that some companies started moving their customer service to social media.  [...]

Nextiva Tuesday Tip: Why the Holidays are a Great Time to Call Your Customers

When you think about the holiday season, you probably think about family, fun and feasting. But did you ever stop to think that the holidays are also a great time to reach out and call your small business customers? There are several reasons why now is an ideal time to contact customers by phone. The [...]

Nextiva Tuesday Tip: How to Be Productive During the Holidays

Are you one of those small business owners whose holiday wish would be for “more hours in the day”? Even if you’re usually a model of efficiency, the holidays—with their hectic schedules, family visitors and employee vacation days—can throw everything off. How can you stay productive and still enjoy the holidays? Try these tips. Plan [...]

Nextiva Tuesday Tip: What Do Customers Want From Your Customer Service?

Good customer service makes life better for your customers—but it also makes your profits better. Need confirmation of that claim? Check out the results from the latest Global Customer Service Barometer by American Express. Customers today don’t feel very positive about customer service in general. Maybe that’s why those who do get good service really [...]

Nextiva Tuesday Tip: Plan Now for a Smashing Holiday Party

Are you planning a holiday party for employees at your small business this year? Last year a whopping 96 percent of companies held holiday parties, according to a just-released survey—nearly an all-time high. Even if you haven’t held a holiday party for the past several years due to budget cuts or other financial concerns, there [...]

Nextiva Tuesday Tip: Customer Service Trends for the Holidays

The holiday shopping season is almost here, and if your small business hopes to come out on top in the furious competition for holiday sales, you’d best take notice of these holiday shopping trends for 2014 and what they mean to your customer service. Online shopping takes center stage. Customers are using the Internet not [...]

Nextiva Tuesday Tip: How to Improve Employee Communication

Is your business struggling with communication issues between different age groups at work? While the problem of intergenerational communication is nothing new (remember the “Generation Gap” of the 60s?), it’s more pronounced than ever because there are so many different generations in the work force today. As older workers put off retirement due to the [...]

Nextiva Tuesday Tip: Does Your Customer Service Reflect Your Brand?

Have you ever stopped to think about how well your company’s customer service reflects your brand? As workers on the front lines of your business, customer service employees are often the first contact customers have with your company, making their role as “brand ambassadors” crucial. How do customer service employees convey your brand? Consider the [...]

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