Do You Love Your Car Dealership? Didn’t think so.

Does your car dealership make you feel cared for?

Last time I went to my car dealership (because I was too lazy to do the switch from winter to summer tires myself), I got really mad. Why? Get your FREE Transcript Now! I had called to book an appointment, chose …Continue Reading →

Why Your Sales Reps Have To Get Better at Cold Calling

Don't be fake when cold calling. It just upsets prospects.

Cold Calling Isn’t Dead?! I wish cold calling were dead. I really do. I don’t like making cold calls and I don’t like being on the receiving end. But according to today’s guest, Mari Anne Vanella, the problem isn’t cold calls; …Continue Reading →

What Happens to the Call Center when People Stop Calling?

Call center technology is changing. Can You Cope?

Who doesn’t have a nightmare call center story to tell? And if you think it’s bad from the customer perspective, try working in one! (I know they are not all that bad, but…) Fortunately, the times they are a changin’. …Continue Reading →

58 Customer Experience Quotes From 52 Weeks of Podcasts

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Another Inspiring Year of Customer Experience Interviews Check out some of the best quotes, and share them with your friends. Happy New Year! 58 Customer Experience Quotes From 52 Weeks of Podcasting Frank Reactions from Tema Frank Do you have …Continue Reading →

What Customers Really Think About Your Personalization Efforts!

Personalization: Despite what mom said, sometimes it is OK to ask personal questions.

Personalization: More Than a Trendy Word? When I was a little girl, my Mom told me, “We don’t ask personal questions.” I’d already embarrassed her enough by asking in my little high pitched toddler voice whether her hairdresser was a man …Continue Reading →

From $20 to $500 Million: A Turnaround Success Strategy

Sue Miller used a customer service focused strategy to turnaround a struggling company

When Sue Miller walked into her new job as President of computer products vendor, Softsel, she knew it had problems. While it’s US parent company was successful, the subsidiary she would be leading had not yet turned a profit in …Continue Reading →

Does Your Company Feel Out of Control?

You May Be A Victim of The Growth Paradox: When Business Success Creates Failure Congratulations! That little company you’ve slaved over is hitting the big-time. You are grabbing new customers like crazy. Everything looks great. But… There could be a …Continue Reading →

Wish Your Staff Were More Productive? Here Are Some Tips You Might Not Have Thought Of

Lori Schmidt, CEO of GoProductivity sees the link between higher productivity and better customer experiences

When I talk to leaders of manufacturing and construction companies about improving customer experience, I often hear one of two things: We are so damned busy, why would I waste time and money on trying to get even more customers? We …Continue Reading →