B2B vs B2C Differences in Customer Service Interactions

Ever since we were kids, the impact customer service has had on our lives has been profound. Small children will beg their parents to go the local bakery or butcher shop – not because they have a craving for bread or steaks – but to…

You’re Doing It Wrong: Why Customer Service Is More Than A Cost Center

Image source: Pixabay.com Several years ago, I got my start in customer service in a call center for a major software corporation. I didn’t start at the top or even in the middle; I was a frontline technical support analyst. Over time, I advanced in…

Why Apprenticeships and Youth are Important to EY

One of the ‘Big Four’, EY is among the biggest global professional service firms in the world, so recruiting young talent is a must-do in order to maintain a real consistent stream of talent. Jorgen Sundberg sits down with Steve Keith, Marketing and Communications Lead…

Why Retailers—Big and Small—Should Invest in Third-Party Warranty Solutions

Coming off another big holiday season, some retailers may be reevaluating their customer service approach in the new year. By listening to customer feedback, retailers may find they need additional resources to help build customer satisfaction – that’s where a third-party warranty partner can come…

Customer Service System: How to Find One That Fits Your Business

geralt / Pixabay With so many choices available, selecting the right customer service system for your business isn’t easy. Each member of your leadership team may want different things in the system, but at the end of the day the technology you decide to go…

The Customer Service Gap

I’ve written about the customer service gap before. The first version referred to the gap between you and your competitors. You want the gap to be wide. It means you are putting yourself further ahead of your competition and picking up market share. The second…

Resolve to Connect Customer Service To Other Teams in 2018

Source: Pexels.com The critical importance of customer service has become increasingly clear to companies across industries. A survey by Forbes magazine found over half of respondents (59%) reported a bad experience caused them to stop buying from a company. On a more positive note, Bain…

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