Customer ServiceBrit MorseForget Texts. Why the Phone Is Still Essential for BusinessInc. asked two founders for their views of text versus voice communication.
Customer ServiceSteve FarberWhy It's Important to Provide a High-Quality Customer Experience, No Matter What Industry You're InIt doesn't matter if you're in manufacturing, business consulting, or coffee drinks. Consumers are prioritizing experiences over things. Even if you have a great product, the Experience Economy means the experience of doing business with you had better be great.
Customer ServiceSean Wise7 Tips to Turn Customer Complaints Into OpportunitiesYour most unhappy customers are your greatest source of learning
Cash FlowElizabeth GoreThe Number 1 Question From Entrepreneurs: 'How Do I Get More Customers?' Here's What Experts Have to SayTips from the minds behind Salesforce, Dell, and Frontier Markets explain customer acquisition for small business.
Customer ServiceWanda ThibodeauxThe Customer Might Always Be Right, But They Shouldn't Be Rude About ItWhen leaders or teams fail, our reaction makes all the difference in how they recover.
Customer ServiceJustin BarisoTesla Just Made a Huge Announcement That May Completely Change the Auto Industry. Here's Why It's BrilliantFor years, Tesla has been working to break into an auto-related industry worth billions. The plan went live last week.
Customer ServiceHeather WildeWhen I Was a Flight Attendant, I Used These 4 Steps to Handle Any Uncomfortable Customer Service IssueRemembering one simple phrase is the first step to untangling thorny customer service issues.
Customer ServiceJonathan Steiman3 Ways to Provide Excellent Social Media Customer ServiceOffering customer service via Facebook and Twitter is critical. Here's how to do it right.
Customer ServiceSean WiseThis Viral Video Featuring Toronto Maple Leafs Player Mitch Marner Shows the 1 Key to Delivering a Winning Customer ExperienceDelivering a great customer experience should be top of mind for all front-line staff, and management should showcase examples of their success.
Customer ServiceHoward TullmanWhat Hospitals Get Wrong About Customer FocusYou can get really great care in these giant institutions, as I just learned. But if you interact with the customers the way they do, your business would keel over.
Customer ServiceHelaine OlenHow to Keep Your Customer Happy (Even When They're Wrong)How do you set them straight--without losing their business?
TechnologyEtelka LehoczkyCalifornia is Bringing E.U.-Style Privacy Laws to the U.S. Here's What You Need to KnowCalifornia's new privacy law is one more reason to reassess how you handle customer information.
Customer ServiceFrederic KerrestHow to Make Your Customers Love You in 4 StepsCustomers expect more from your company than ever. Here's what you need to do to win them over.
MarketingSonia ThompsonCompanies Throw Years of Effort and Marketing Dollars Down the Drain By Doing This 1 Thing PoorlyIf a positive customer experience is why customers will choose your company, know that a poor one will also be the reason they leave.
Customer ServiceAdam RobinsonThese 4 Letters Are the Key to Understanding and Retaining Your CustomersTo encourage customer loyalty, your business must move beyond transactional relationships and connect with customers on a personal level. Here's how.
Customer ServiceMinda ZetlinAmerican Airlines Kicks Woman With Cello Off Plane Even Though She Paid for Extra SeatThey might have let her stay if she upgraded to business class.
Customer ServiceColin ShawHow to Keep Your Customers From Dumping You (It's Not Complicated)You customers' behavior will show you that they're going to leave. The trick is identifying the warning signs.
Customer ServiceSean WiseThis Mechanic Fixed My Car After a Stressful Accident--and Taught an Outstanding Lesson in Customer ServicePoor customer service kills 55 percent of potential transactions. These five tips can help.
Customer ServiceJoyce M. RosenbergWhy Owning Up to Your Mistakes Is the Best Way to Build Meaningful Relationships With CustomersIt's not about the mistake, but how you handle that matters.
Customer ServiceFiras KittanehDelight or Disappoint: The Challenges of Scaling Customer Service as your Business GrowsWhen most businesses go from servicing 1,000 to 100,000 customers, their sales may multiply, but so will their customer service needs.
Customer ServiceChris RonzioWhy Either Every One of Your Customers Is a VIP, Or None of Them IsWe all want to cater to VIPs. But, if you're bending over backwards to make them happy, your process might be broken.
Customer ServiceJoyce M. RosenbergWhy You Sometimes Need to 'Break Up' With a ClientA difficult client might sometimes be more trouble than it's worth.
Customer ServiceBrit MorseBonobos Founder Andy Dunn: This Is the Only Way to Boost Your Online Sales Spend less time on advertising, and more on real human interaction.
Customer ServiceSean WiseAir Transat's Delayed-Flight Nightmare Shows Why Every Company Needs This 1 Policyhttps://www.inc.com/draft/1513953773.html
Customer ServiceSean WiseWant Your Customers to Trust You? In 1 Surprising Sentence, This $31 Billion Company Shows What Not to DoRogers Communications managed to alienate customers with just one sentence in its updated terms and conditions.
Customer ServiceSteve Cody2 Tips to Avoid Ending Up on the Scrap Heap of Once-Great BrandsHow you can outflank the cloud and build intense local customer loyalty at the same time.
Customer ServiceKent GraysonThe Most Important Lesson for Business Owners from Mark Zuckerberg's TestimonyZuckerberg's testimony before Congress shows that when you ask your customers to trust you, effective communication is crucial.
Customer ServiceSean WiseTrying to Attract New Customers? There's a Better Way to Increase Your ProfitsTo build a sustainable business, prioritize customer retention over customer acquisition.
Customer ServiceJonathan Steiman3 Lessons You Should Learn From L.L. Bean's Change of Its Famous Return PolicyL.L. Bean's famous return policy change affects your small business--whether you sell apparel or not.
Tip SheetSophie DownesThe 6 Worst Airline Customer Service BlundersA string of well-publicized incidents has left travelers irate.
Customer ServiceSangram Vajre10 Business Lessons You Can Learn from Visiting Disney WorldEvery entrepreneur should take a trip to Disney World to see learn these 10 valuable business lessons about making "magic"
Customer ServiceDan Breeden4 Smart Tips for Creating a 'Secret Shopping' Program That'll Change Your Customer ServiceGoing undercover can reveal how customers really experience your store and highlight issues that may be holding back sales.
Customer ServiceBill GreenDo You Make These 3 Mistakes? If So, Your Company Has Bad Customer ServiceBad customer service almost always comes down to the same common problems.
Customer ServiceMartin ZwillingThe 7 Types of Difficult Customers That Every Company Deals WithHere's how to turn your most demanding, dissatisfied, and disagreeable clients into your best customers.
Customer ServiceKaren Tiber LelandHow to Create Killer Customer Engagement -- the Google WayGoogle may be a worldwide company but they have some simple actions every small business can borrow to create greater customer engagement.
MarketingColin ShawCompanies Are Ignoring This Crucial Fact About Their CustomersFor a positive and memorable customer experience, focus on emotion, not logic.
Customer ServiceDon PeppersTo Build Customer Loyalty and Boost Profits, Avoid This Common MistakeTaking advantage of customers' ignorance could benefit you in the short term, but being honest will ensure long-term success.
GrowBill GreenIf a Customer Says Your Product or Service Is Too Expensive, This Is What You Should SayIt's fairly simple, once you break it down.
Customer ServiceThomas A. Stewart and Patricia O'ConnellHow a Story About a Doctor's Visit Can Teach You to Be a Better Customer and LeaderThinking about service from the other side can help you better design your business to give customers a truly great experience.
Customer ServicePatrick HenryHow to Nail the Most Important Job in Your CompanyProviding exceptional service is an approach to reducing customer acquisition cost (CAC) and increasing the lifetime value of a customer (LTV).
Customer ServiceKate RockwoodHow to Switch Rewards Programs Without Being Slapped by Your Customers (and a Class Action Lawsuit)Switching loyalty programs might cut costs, but it could also anger customers. Here's how to smooth the transition.
Small Business CelebrationEmily CanalThis Is the Airline That Americans Hate Flying Most (It's Not United)But that's not because of recent headlines.
Best-Kept Travel SecretsBill SaporitoBoycott United Airlines? You WishAs much as you hate airlines and their me-first, fee-first attitude, that's how much you need them, especially if you are running a business in a small or midsize city.
Customer ServiceThomas GoetzThe Product Design Problem Every Company Needs to Get RightBig companies may pay for an app, but it's those who use it that matter most.
Founders ForumHow Online Reviews Have Transformed Customer ServiceTripAdvisor co-founder Steve Kaufer says businesses can reap more direct benefits than ever before by dedicating close attention to their customers' experience.
Customer ServicePeter Economy5 Remarkably Powerful Customer Service Secrets From the Hospitality IndustryTake a cue from Richard Branson, Danny Meyer, the Ritz-Carlton, Tom Colicchio, and other customer service experts.
TechnologyBartie ScottWhy Lyft's Plan to Lose the Pink Car Stache Is Key to Its FutureBy focusing on different markets and an enhanced customer service, Lyft believes it can surpass its biggest competitor.
The PlaybookWhy Your Customers Are Your No. 1 PriorityChinedu Echeruo, founder of Gigameet, explains why the best advice he can give to entrepreneurs is to pay attention to customers.
Customer ServiceJoel CommThe Most Important Lesson From The Samsung Note 7 Smartphone CrisisThe Samsung Note 7 is a lesson in crisis management
The PlaybookHow Twisted Sister Is Still Successful After 40 YearsJay Jay French, founder of Twisted Sister, explains how his band has been able to keep fans coming back for concerts.
The Playbook Why Your Customers Should Always Come FirstChinedu Echeruo, founder of Gigameet and HopStop, explains why the first step to building a product is identifying a problem.
Customer ServiceHelp ScoutHow to Build a High-Performance Customer Service Team Using Data and EmpathyWhen it comes to the performance of your customer service team, there are a few key metrics that will keep you pointed in the right direction.
StrategySpringboard EnterprisesStop Selling and Start Engaging - Bringing a Human Element to Our Digital WorldEloise Bune, Founder of Handwriting.io, shares tips on how to beat communication fatigue and help your message rise above the rest.
Customer ServiceHelp ScoutWhy Great Customer Service Focuses on Reducing Unpleasant SurprisesIt's better to meet customer expectations consistently than to exceed them every once in awhile.
Customer ServiceJosh LinknerHow a DMV Transformed Customers From Cringing Haters to Raving FansTake a look at your most established notions and practices, and apply a sense of creative wonder.
