Apple, the trillion-dollar tech giant, is also a giant in customer service. When my iPhone battery life began to diminish, I found myself on Apple’s online support pages, where I was quickly offered four options: bring the product into a store, send it in for repair (which I could schedule...

Sales are the most essential element to success in any business. Whether you’re selling products, services, or even yourself, it pays to understand the process of selling and utilizing available resources to maximize the chance of making a sale. High-quality leads are one such resource that can mean the difference...

Closing new customers is cause for celebration. You ring the bell, bang the gong, or pop open a bottle of champagne to commemorate closing a new deal. As long as you keep getting new logos, your company is winning, right? Not necessarily. When you treat every new customer as a “special...

Customer service is about having the right people to work in your team and providing them the proper tools to reach the customer in a satisfying way. Today, we see all aspects of how to provide killing customer support and add value to your brand. What you are looking for...

A smooth customer journey increases the potential of converting prospects to customers because of high satisfaction levels. As such, it is important to ensure you are aligning your sales process with customer perceptions and needs throughout their interaction with your business. One of the ways to achieve this is by...

In a world of implacable change and challenges we need businesses that care less about the brightest piece of their product and care more about the people inside and outside of their organisation. For years companies have been focussed on selling as many products and services as possible to as...

Great internal communication among colleagues and teams is a prerequisite for great external communication with customers. And great communication with customers often results in high customer satisfaction and company growth. Besides, there is a direct correlation between employee experience (EX) and customer experience (CX). Research, for instance, shows that companies...

What will customers expect and encounter when they interact with you and your business in 2025? I know that the question is asking about a distant horizon line, but it wasn’t long ago that 2020 seemed like it was forever away. As a consultant to Fortune 500 companies, I have...

Customer support representatives bear a massive load due to their line of work. They need to keep calm even in difficult situations and while addressing a customer grievance or a general query, they should know the details of the products or services offered by their company. Customer support personnel also...

There are a whole lot of reasons why entrepreneurs are motivated to build their own company. But the main reason for biuilding one’s own business entity is gaining customers. If you cannot acquire and win your customers, then your business empire cannot survive. Now you realize why your customers play...

Anyone who has ever started a company has a story to go with it. Some did it because they felt it was their destiny, some because they wanted to be wealthy, and others because they had a good idea and this was the only way to see it through. My...

In a market as competitive as today, customer loyalty becomes a valuable commodity. To incite loyalty and boost customer engagement, you have to make sure that the customers’ journey – from start to finish – is pleasant. Customer satisfaction, however, can be refined. Happy customers are more likely to stay...

Being good is no longer good enough — it is merely the entry fee. Traditionally product-centric companies are struggling to grow their market share for one simple reason: Their products are rarely better than those of their competitors. In yesteryear, competitive advantage came from doing something — anything — demonstrably...

Somewhere along the journey, we’ve lost our way when it comes to authentic, values-based leadership in our organizations. Employees have grown cynical of over-promising and under-delivering. Executives have lost trust for saying one thing, and doing another. Integrity, honesty and leadership from the heart is always what employees are looking...

Are customers happy with the support your company offers? If your company serves other businesses (B2B), chances are customers don’t rate their experience with your organization as highly as their experiences with businesses that serve consumers (B2C). Simply put, B2B and B2C companies face different customer support challenges. The customer...