[vc_row][vc_column][vc_column_text]By Sophia Beirne & Michael Janowski July 12, 2016 – Even if it’s not the easiest task, creating an effective customer survey is definitely worth the effort. There aren’t too many feedback forms out there that permit us to gather such a considerable volume of data about a set of specific product-related questions. If you’re…
[vc_row][vc_column][vc_column_text]By Tess Pajaron June 20, 2016 – Finding the right employees takes a lot of time, money, and resources. It may be worth dabbling with different configurations and employee styles in other areas of your business, but customer service has to be perfect from the get-go. These are the people responsible for helping your business…
[vc_row][vc_column][vc_column_text]Michael Janowski May 23, 2016 – The social economy is becoming more and more demanding on businesses to maintain the real-time consumer conversation. Consider these statistics: In 2015, Social Media Today found that 71% of consumers are likely to purchase an item based on social media referrals. (Source) Mintel reported in 2015 that 69% of…
[vc_row][vc_column][vc_column_text]By Gigi Peccolo March 15, 2016 – Today’s customers want to engage with your business on more and more channels. In fact, a recent study by NICE Systems and BCG found that customers use an average of 5.6 channels to contact a company. And one of the channels they’re using is text messaging, a channel that’s…
[vc_row][vc_column][vc_column_text]By Mark Landiak October 15, 2015 – Operating in the modern social economy, customer experience is quickly becoming the sole differentiator in branding and winning business. Companies and their competitors alike are realizing that they are now subject to the whims of the consumer, and as a result, must win business through making the consumption process…
[vc_row][vc_column][vc_column_text]By Mark Landiak September 16, 2015 – In my book Customer Service Isn’t A Department… It’s You!, I discuss how individual effort and performance in the customer service arena is a reflection of an entire department and organization. How we act and react will impact how our customers feel about our company. When it comes to customer service,…
[vc_row][vc_column][vc_column_text]By Mark Landiak September 2, 2015 – How do you know your wireless customers are satisfied? Do they tell you? How do you follow up on customer experience and customer satisfaction? In my book Customer Service Isn’t A Department… It’s You!, I discuss how customer satisfaction and subsequent retention relies on going above and beyond at the individual…
[vc_row][vc_column][vc_column_text]This blog entry was originally featured on August 27, 2015 via our partners at Glance Networks. By Michael Janowski I have a thought-provoking question for you. I’ll ask, and before you read on, I want you to take about ten seconds to really think it over. Here’s my question: What really makes your customer service…
[vc_row][vc_column][vc_column_text]By Mark Landiak & Michael Janowski August 5, 2015 – Wireless customers can go years with the same service provider and not consider switching. They might be tempted with a cheaper rate plan or an upgraded device. But brand loyalty runs strong when properly cultivated. Consider this: With saturation in the marketplace, the focus in wireless…
[vc_row][vc_column][vc_column_text]By Mark Landiak July 29, 2015 – Customers come into your wireless store for many reasons. Some are just window shopping. They may be fantasizing about the newest device, but aren’t in any kind of position to follow through just yet. Others may be looking for the coolest new accessory to their phone. After all: a…