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: 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. […]


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 […]



 
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