Service Excellence - Net Promoter Scores

David McSweeney | VIEW PROFILE

September 9, 2014

Net Promoter Scores

Service excellence. It’s what we strive for, but how do we effectively measure it? Sure, we do customer surveys and evaluations. Yes, we measure the performance of our internal team members. And, of course, we have our own key performance indicators (KPIs) that we track. But, is...

Leveraging Technology to Deliver an Amazing Customer Experience

David McSweeney | VIEW PROFILE

August 21, 2014

Deliver an Amazing Customer Experience

As a service based business with more than 80,000 customers nationwide, it’s critical that we look beyond traditional service methodologies as we support each of our valued customers with a goal of delivering an amazing customer experience. Over the past decade, we’ve witnessed...

Why Privacy Matters

Greg Cohen | VIEW PROFILE

May 22, 2014

Why Privacy Matters

In the Declaration of Independence, the founding fathers outlined what they saw as inalienable rights to “life, liberty, and the pursuit of happiness.” Privacy, however, was not mentioned.  In fact, privacy is not guaranteed by the Declaration or the Constitution. It was...

Stats Don’t Lie – Service Counts Towards the Bottom Line

David McSweeney | VIEW PROFILE

April 16, 2014

Customer Service

Deliver an amazing customer experience. It is a core focus for our organization and the beacon by which we measure and evaluate our performance. While some companies focus exclusively on acquiring new customers, ours dedicates a significant amount of resources and effort to...

What Does Loyalty Mean to Me? Experience and Value Are Key

Jenn Reichenbacher | VIEW PROFILE

February 11, 2014

What Does Loyalty Mean to Me

I would definitely consider myself a loyal customer. I regularly visit the same retailers, merchants and even restaurants over and over again. And, for those I really love, I’m an ‘evangelist’, often raving or sharing socially about something they served, a special deal or a...

Self-Service Portals – Making a Difference

David McSweeney | VIEW PROFILE

January 14, 2014

Self-Service Portals

Self-service portals – a good portion of individuals use them on a regular basis and most if not all of us have heard of at least one in particular in the past several weeks – Heathcare.gov. The basic concept of self-service portals is to provide customers with an easy way to...

Key Reasons Why Companies Buy From You

Michael Gavin | VIEW PROFILE

August 13, 2013

Key Reasons Why Companies Buy From You

To appeal to a B2B customer, your sales message and approach must address one or more of these issues. Your ability to sell B2B is directly dependent upon your ability to appeal to one or more (or all) of these reasons: Revenue improvement. Every company is interested in the "...

Customer Service and Experience – The Move to Online

David McSweeney | VIEW PROFILE

July 16, 2013

Customer Service

Today’s customers demand more than one – or even four – options for customer support. In a world once dominated by in-person returns, written correspondence and telephone conversations, organizations committed to delivering an unparalleled customer experience today are expanding...

Make a Mediocre Experience Awesome: 3 Steps

Michael Gavin | VIEW PROFILE

July 8, 2013

Great Customer Service

With all the noise and distraction even great can fall short. It's not that people and companies intentionally force mediocrity our way. In fact, it's their lack of intention that usually results in mediocrity. But given a choice, I strongly believe most people would choose...

Three Key Strategies to Attract Customers and Grow Sales

Michael Gavin | VIEW PROFILE

June 6, 2013

Three Key Strategies

Whether your business is thriving or simply surviving, a successful entrepreneur should always be aware of every option available to drive incremental business and grow the bottom line. From new technologies to business basics, following are three key strategies to assist you in...