June 2nd, 2015

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 […]

May 29th, 2015

How to Get Large Corporations as Your Customers

A dream: I have been named by Google as their exclusive supplier of educational content for all their small business resellers. To have a large and respected corporation like Google as a customer is a small business owner’s dream. It typically brings with it a steady revenue source as well as brand prestige and recognition. […]

May 28th, 2015

Take Ownership of Errors — Even When Customers Make Them

Author: Carol Roth

The customer is always right … well, maybe much of the time. But when they place an erroneous order or even break a product out of carelessness, it can cost you big time. It’s not always fair, but if you want to retain your customers, you may have to suck it up. Regardless of who […]

May 27th, 2015

The Difference Between Being an Entrepreneur and a Franchisee

If you’re planning to become your own boss, one option you might want to consider is becoming a franchisee. In a franchise everything’s already laid out for you in terms of the products you’ll sell and the marketing plan. Many people prefer becoming a franchisee over starting a business from scratch. Still, there are several […]

May 26th, 2015

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 […]

May 25th, 2015

Mondays with Mike: 5 Changes The Cloud Will Force Your Business To Make

Whether we like it or not, change is inevitable.  Even though we know a change will ultimately be for the good, some of us have to be pulled kicking and screaming into the light of new technology and new practices.  So maybe you’re one of those folks who’s put off transitioning your business to the […]

May 22nd, 2015

Why your Business Loses Customer Focus as it Grows & How to Recapture It

The attention lavished on customers in the early days of a business tends to slide when your, oh, five initial customers became 50, and a thousand, and ten thousand. Back in those exciting, if stressful, early days, the level of detail you kept on each customer and prospective customer, the number of times you followed […]

May 20th, 2015

3 Keys to Writing a Powerful Mission Statement

Establishing your identity as a small business is a challenge. At first, you may be tempted to chase every dollar you think you can get in the attempt to bring in revenue, but the fact is that if you try to appeal to everyone, you will end up appealing to no one. It is important […]

May 19th, 2015

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 […]

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