Customer Service

Customer Voice

Is the Customer Voice Coming In Loud and Clear?

During a conversation, are you listening to the other person or just hearing them? This is a question facilitators typically ask their students during a communication workshop. When one person is hearing another person reply, there are moments when we ‘tune out’ in anticipation of preparing our response. If one is truly listening, they would

Customer Experience Management

The ABC’s of Customer Experience Management

For business owners, going “digital” is no longer an option but a necessity. Not only must their products and services be accessible online, ideally so should their entire customer support mechanism. When customers buy a product, there is a whole cycle of activities that precedes the final decision. First, the customer conducts preliminary research on

Storytelling for an Optimal Customer Experience

What’s the Story?: Storytelling for an Optimal Customer Experience

It is a fact: storytelling brings people closer together. It has been a way to build connections for hundreds of years and across various cultures. Storytelling connects individuals with each other, builds a tribe out of relatable experiences, expresses complex emotions, and works as a way to preserve shared history and folktales.  As humans, we

Loyal Customers

Happy Customers are Loyal Customers

In a world where competitors are only a swift click away, customer loyalty is of utmost importance for businesses. Successful organizations know that there is a strong positive relationship between happy customers and loyal customers. The more satisfied your customers are, the better the chances of them becoming loyal to your brand. Let’s break down

Multiple Content Streams

Keeping Your Brand On-Point with Multiple Content Streams

What are the odds that a billboard advertisement will immediately convert someone walking down the street into a customer for a makeup brand? There are so many steps before they can actually make the purchase: find a store that sells that particular range of makeup, browse through the options, try out a few products and

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