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: Are You Really Satisfying Your Customers?

While consumers’ expectations of customer service are rising, very few brands are keeping pace, a new study by Accenture reveals. Mobile, social and digital are converging with traditional channels of doing business, and customers are eager to take advantage of this omnichannel world. But only 11 percent think companies are doing a good job of […]


Nextiva Tuesday Tip: 6 Ways to Cut Customer Wait Times

Looking for new ways to eliminate customers’ stress while they wait for customer service? Try reducing the wait—or at least giving the impression you’re reducing it, a new study of customer psychology suggests. A study written by three marketing professors and reported in MediaPost found that people often feel more time-pressed than they really are […]


Nextiva Tuesday Tip: To Find Good Customer Service Staff, Get Social

Looking to hire customer service employees this year? You’re not alone. According to the most recent SurePayroll Scorecard, which tracks small business hiring trends nationwide, 38 percent of small business owners are planning to hire salespeople or customer care representatives in the coming months. With competition for good customer service workers heating up, more and […]


Nextiva Tuesday Tip: Do Your Employees Have Emotional Intelligence?

In my recent post 5 Things to Look for When Hiring Customer Service Reps, I mentioned the concept of “emotional intelligence.” Since emotional intelligence is a very desirable quality in a customer service employee, I wanted to explore this topic a little further. In the workplace, emotional intelligence (sometimes called EI or EQ for “emotional […]


Nextiva Tuesday Tip: What Customer Service Benchmarks Should Your E-commerce Business Measure?

What type of customer service benchmarks should your ecommerce business be hitting? The E-Tailing Group’s 17th Annual Mystery Shopping Study has some insights. The survey, conducted at the end of 2014, studied 100 top retail websites for their best practices. When it comes to customer service, these are the benchmarks used and how you can […]


Nextiva Tuesday Tip: How to Measure and Use Net Promoter Scores

How loyal are customers to your business? How likely are they to recommend your products and services to others? Doing a Net Promoter Score survey (NPS) can help you get the answers to these questions quickly and take action to build more customer loyalty. The Net Promoter Score survey was developed by Bain & Company […]


Nextiva Tuesday Tip: 5 Things to Look for When Hiring Customer Service Reps

When hiring customer service reps, you need to do more than assess the job candidate’s experience and dot the i’s and cross the t’s on a job application. Here are five factors that are just as important as experience, and how to assess them during the interview process. Friendliness. Natural curiosity about others, openness and […]


Nextiva Tuesday Tip: How to Personalize Your Customer Service

2015 has barely begun, but already personalization has emerged as one of the hottest buzzwords in customer service this year. How can you take advantage of this trend and make your customer service more personal? Of course, small businesses have always had an edge in that their smaller size inherently makes them more personal. But […]


Nextiva Tuesday Tip: Creating How-To Content for Customer Service (and More)

Is how-to content part of your small business’s content marketing strategy? If you aren’t creating content that shows customers how to do something, you’re missing out on a big opportunity to provide customer service in a format that customers increasingly want. Suppose you own a company that sells kits to remove the “haze” that develops […]



 
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