Marilyn Suttle's Blog
May 15, 2018
Create Strong Customer Loyalty with “Color Their World”
Imagine this. It’s 3am. You’re sound asleep. Then, BING – your eyes pop open as your mind replays a stressful service scenario from the day before. You failed with a customer. Or at least that’s how it feels. Ready to get off the emotional roller coaster and get even better at creating strong customer loyalty […]
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November 5, 2017
3 Customer Service Tips from a Health Care Pro
If wanting happy customers and an engaged staff was enough – everyone would have them. Instead, customer complaints are common and nearly 75% of employees are reportedly disengaged. What can you do to get customer service right? We found a great source of customer service tips from a health care professional in metro Detroit. Meet […]
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September 24, 2017
Celebrate Customer Service Week 2017 with This Easy Plan
We've created a Customer Service Week celebration to make it easy-peasy for you to celebrate your team's service excellence and inspire them to amp up their skills.
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August 16, 2017
KPI Alphabet Soup: The Most Important Customer Service Performance Metric
People who work in Customer Operations know of the “Alphabet Soup” of customer service performance metrics. In one expert's opinion, there's really only one that counts.
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August 2, 2017
How is the Internet of Things Affecting Customer Service?
You’ve undoubtedly heard of the Internet of Things (IoT). So what is it? According to Forbes, IoT is described as everyday objects that can be connected to the Internet and be recognized by other devices and contribute info to a database. The Internet of Things ...
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June 13, 2017
Sharing Our the Humanity: Creating Stronger Human Connections in Customer Service
Ever feel like the human connections in customer service are at risk? Even with advancements in artificial intelligence, combined with more use of chatbots and pre-recorded messages, creating strong, human connections with customers reigns supreme when it comes to customer loyalty.
I got a call the ...
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May 15, 2017
The Simple Truth Behind Customer Service Excellence
National news, Twitter and YouTube are loaded with examples of customer service gone wrong. While there are lessons to learn from service breakdowns, there’s even more value in following leaders who share a consistent set of guiding principles for “getting service right.” Harry D. Cohen ...
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April 17, 2017
Handling a Social Media Customer Service Crisis
Could a social media customer service crisis happen to your company? Here are some tips for managing one.
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March 30, 2017
Customer Loyalty is in the Touchpoints – Have You Looked at Yours Recently?
The following article is a how-to excerpt from "Taming Gladys! The Busy Leader's Guide to Creating Fierce Customer Loyalty." Follow the instructions below to analyze the customer touchpoints in your department or at your business. Make an effort to enhance those touchpoints and watch your customer loyalty scores grow.
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February 14, 2017
Are Your Service Processes Stupid?
Today we’re featuring a post by our dear friend Chip R. Bell. Enjoy!
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I appreciate the political incorrectness of using such an uncouth word like “stupid.” I could use irritating, frustrating, exasperating and even nauseous. But that would not reflect the typical customer’s sentiment when they ...
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