Categories
Cathenry Cultivating Positive Relationships Customer Service Guest post Hospitality

Can’t Be Customer Thankful Enough

Guest post by Cathenry. As many are scrambling to adjust to the new now of doing business in this duration of the pandemic, the next lesson learned in the Forbes series (Nine Impactful Customer Service Lessons That Can Change Your Business Approach) is apropos: “You Can Never Be Too Thankful” for the customer. One way […]

Categories
Cathenry Cultivating Positive Relationships Customer Service Guest post Hospitality

Every Customer Deserves Care

Guest post by Cathenry. The next lesson learned in the Forbes series (Nine Impactful Customer Service Lessons That Can Change Your Business Approach) is “Always Take Care of Every Customer.” A self-check is to ask yourself: How would I, as a customer, want to be treated? The golden rule standard of doing unto others as […]

Categories
Cultivating Positive Relationships Customer Service Empowerment Techniques Opinion Social Media

Conjoining vs. Conflating marketing and customer service

Near-term, commerce will see marketing and customer service conjoin—defined as “to join together (things, such as separate entities) for a common purpose.” Ultimately, I believe the two will conflate—viewed as combining two or more ideas into one. It’s kind of like the difference between a strategic partnership, where two companies work together toward a common […]

Categories
Cathenry Cultivating Positive Relationships Customer Service Guest post Hospitality

Investment in People

Guest post by Cathenry. A third lesson shared from a recent Forbes article (Nine Impactful Customer Service Lessons That Can Change Your Business Approach) states “It’s Worth Investing in Software that Gives You Support.” The idea references giving your employees the tools they need to support their efforts.  But this should include mental and emotional […]

Categories
Cultivating Positive Relationships Customer Service Empowerment Techniques Opinion Social Media

When will companies learn that ‘fake news’ backfires?

Companies continue to think they can BS and bluster their way through our human instincts and convince us of their customer service excellence—no matter what’s really happening. A recent article by ZDnet contributor Chris Matyszczyk illustrates the point poignantly when addressing one of the most important stakeholders deserving solid customer service—employees themselves. This interesting story […]

Categories
Cathenry Cultivating Positive Relationships Customer Service Guest post Hospitality

Making the Emotional Connection

Guest post by Cathenry. A lesson shared from a recent Forbes article (Nine Impactful Customer Service Lessons That Can Change Your Business Approach) states customers are often loyal because of an emotional connection.  This connection can then possibly extend itself to that sweet spot of word-of-mouth advertising on top of the traditional marketing venues.   […]

Categories
Building Bridges Cultivating Positive Relationships Customer Service Opinion

‘Survival of the Nicest: Customer Service as a Business Growth (and Survival) Engine’

Micah Solomon’s headline above and column on Forbes.com really hits the nail on the head about customer service being everything to a company’s wellbeing. In the article, he notes, “Customer service is the essential growth engine for any company finding its footing in the entrepreneurial world. You don’t have the luxury today of building a […]

Categories
Cathenry Cultivating Positive Relationships Customer Service Guest post Hospitality

Customer Rules

Guest post by Cathenry. Forbes magazine recently provided nine impacting lessons on customer service learned by Forbes’ Young Entrepreneurs Council on their road to business success. Most savvy businesspeople will resonate with the suggestions. To unwrap further by including relevant examples, a brief series of posts on each lesson follows. “The Customer is Not Always […]

Categories
Customer Service Opinion Social Media

Spotify: When customer service crashes

Customer service, especially a perceived lack of it, can impact a company’s reputation—and profitability—in no time flat. In part, this is why customer service really is a company’s “everything” at this point in time. Marketing campaigns unsupported by stable or stellar customer service are proving a waste of time and money—as consumers see through marketing […]

Categories
Building Bridges Cultivating Positive Relationships Customer Service General Marketing

Trust, like, respect: reverberating in my brain

The more I think about it, the more these three simple but enduring concepts are capturing my thoughts about customer service, marketing, and just about everything else. These three words endure as key criteria of why we choose to do business with someone: regardless of their status as a solopreneur or Fortune 500 company. And […]