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: 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 […]


Nextiva Tuesday Tip: Are You Ignoring Your Returning Customers?

Have you ever had this experience: You see an ad or offer for some amazing deal for a company of which you’re a longtime customer—something big, like “50% off a year’s membership.” Wow, you want to take advantage of that! But you can’t because there’s only one catch: The offer is for new customers only. […]


Nextiva Tuesday Tip: How to Learn From Your Company’s Customer Service Mistakes

What happens at your small business when somebody makes a customer service mistake? Do you reprimand the employee and then forget about it? Big mistake. Everyone on your team, not only customer service employees, can learn valuable lessons from customer service goofs. To gain value from errors, just as with everything else in your business, […]


Nextiva Tuesday Tip: 5 Customer Service Resolutions for 2015

Increasingly, customer service is the standard by which companies are measured, and the service you provide can make or break your small business. To achieve better customer service and more sales in 2015, here are five customer service resolutions for your small business. I will listen to my customers. You can read everything written about […]


Nextiva Tuesday Tip: 5 Ways to Make Your Employees More Productive

The holidays are the season of giving, so since we’re just days away from the New Year, why not think about ways to give your employees a more comfortable workplace in 2015? This might sound frivolous, but in reality a comfortable work environment has been shown to make employees more creative, productive and happier with […]



 
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