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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.

What Happens When Customers Can't Get No Satisfaction?

Tuesday Tips: What Happens When Customers Can’t Get No Satisfaction?

By April 11, 2017 No Comments

What does a small business have to do to create a great customer experience? Do you have to dazzle customers with innovative products, anticipate their every need before they know what it is, or coddle them in a luxurious environment? It's not that hard: According to a recent study by InMoment, the key to a great customer experience is simply satisfaction.

“Satisfaction” is the number-one emotion that creates a positive customer experience and leads to brand loyalty, consumers in the study say. While businesses believe customers want to feel important, or be treated as if they are part of something special, customers’ real expectations are much easier to meet: They just want businesses to keep their promises.

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What Happens When Customers Can't Get No Satisfaction?

Tuesday Tip: 6 Things Customers Expect from Your Customer Service

By March 28, 2017 No Comments

How well is your business’s customer service meeting your customers’ expectations? To understand that, you first need to know what your customers’ expectations are. The 2016 State of Global Customer Service Report from Microsoft has some insights.

First, know that customer service is more important than ever. More than two-thirds (67 percent) of respondents say good service is “very important” to whether or not they do business with a company. Six out of 10 have stopped doing business with a company because of poor customer service.

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How to Give Generation Z the Customer Service They Expect | Nextiva Blog

How to Give Generation Z the Customer Service They Expect

By February 14, 2017 No Comments

Sometimes defined as Generation Z, other times as young Millennials, consumers aged 18 to 24 have strong opinions—including a whole new set of expectations about customer service. A new study reveals some trends you need to know about to effectively serve these customers.

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Tuesday Tip: 5 Simple Steps to Using Data for Better Customer Service

By January 24, 2017 No Comments

Customers today have more options than ever before. They can compare your products and services to your competitors at the click of a smartphone button. That means customer service is often the deciding factor in whether you attract and retain a customer—or whether your competitor does.

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Tuesday Tip: How to Simplify Your Customer Service With Cloud Communications

By December 27, 2016 No Comments

Do your customer service reps waste valuable time frantically searching for information? Do they have to put customers on hold to ask supervisors questions? Or do they end up playing endless “phone tag” with irritated customers?

As a business scales, it’s all too common for its customer service systems to become a mishmash of patched-together apps and information. You add new tools on top of old ones, and your reps have to deal with this “duct-taped” system. That’s frustrating for them—and, ultimately, for your customers.

If your customer service has become needlessly complicated, cloud communications can simplify it all. Here’s how cloud-based systems mean happier customers.

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Tuesday Tips: Lead by Example: 5 Ways to Motivate Your Team to Provide Better Customer Service

By October 18, 2016 No Comments

Today’s customers expect standout customer service in every interaction with a business. As customers grow increasingly demanding, good customer service is now a key differentiating factor in whether a prospect returns to your business — or heads over to your competitors. How can you motivate your customer service representatives to continually improve their level of service? Here are five tactics to try.

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