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.

Tuesday Tips: Can Your Business Recover From a Customer Service Fail?

When a customer experiences poor customer service, what happens next can make or break your relationship with that customer. Can you win back a customer after a negative experience? If so, how? Survey Says First, the bad news: According to a study by SDL, when customers have a really bad customer experience, nearly two-thirds (64 percent) […]


Tuesday Tips: Is Your Customer Service Taking Technology Too Far?

Most small businesses these days are using technology to run better businesses — and to provide better customer service. But are you relying too much on technology for customer service solutions? When companies lose sight of the human factor in customer service, they risk losing the very customers they're trying to serve, warns a new […]


Tuesday Tips: The Good, the Bad and the Ugly: 6 Lessons From Good and Terrible Customer Service

There's a lesson to be learned from everything — even from horrible customer service experiences.  What can your small business learn about providing better customer service from the worst customer service mistakes other businesses make? The 2016 24/7 Customer Engagement Index has some answers. 24/7 polled consumers, ranging from 18-year-old Millennials to seniors aged 69 […]


Tuesday Tip: Are Your Employees Scared to Speak Up?

Are your employees providing outstanding customer service, or do you just think they are?  A new study by VitalSmarts reveals that in both B2B and B2C companies, many employees fail to speak up when they witness other workers providing poor customer service.  The report estimates that each employee who doesn't speak up about bad service […]


Tuesday Tip: Lessons From the Number-One Customer Service Retailer

What can your small business learn from the best of the best? StellaService’s list of the online retailers with the best customer service is out, and for the second quarter in a row, L.L. Bean is the top-rated company. L.L. Bean ranked in the top 10 for four out of five customer service areas that StellaService ranks: […]


Tuesday Tip: Americans’ Top Customer Service Complaints

What are customers' most common and biggest gripes about customer service? Consumer Reports National Research Center conducted a survey to find out. Consumers were asked about their experiences with customer service in the past year and what complaints they had. Here are their top answers (customers were allowed to choose multiple options): Can't get a […]


Nextiva Tuesday Tip: What’s the State of Service Today?

How well does your company’s customer service measure up? Salesforce.com recently released a survey of nearly 2,000 global companies that are leaders in customer service. The study looked at common service benchmarks, service trends for the year ahead, and the factors that define high-performing customer service teams. Here’s what the survey uncovered about top-performing customer […]


Get Your Ecommerce Customer Service Holiday-Ready

The holiday shopping season is coming up quickly. If you have an e-commerce business, this time of year probably accounts for a huge proportion of your profits—so now is the time to make sure your website is prepared to deliver standout customer service for the holidays. Start by reviewing your e-commerce website from the point […]


The “New Reality” of Customer Service

Do employees at your customer service call center feel like they’re dealing with more frustrated customers than ever before? New research from Mattersight offers some insights into why this might be. According to Mattersight, more than two-thirds of customers who speak to call center reps feel frustrated before they even place a call. What’s more, […]



 
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Contact an Amazing Service
Sales Expert
(800) 799-0600
Learn how Nextiva Analytics gives you unprecedented insight into your business.

Nextiva's XBert

Contact an Amazing Service
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(800) 799-0600
Learn how Nextiva Analytics gives you unprecedented insight into your business.