You Can’t Serve Today’s Customer Using Yesterday’s Tactics

Technology is disrupting our world at an alarming rate. The conveniences we enjoy today weren't even fathomable years ago. Technology tells us when to wake up, where to go, what to do, who to meet, even when to eat. Our society is entirely dependent upon technology and is arguably lost without it. This isn’t going to ...

Driven by Determination: Lessons I’ve Learned Being a Rookie

Young, inexperienced, and new kid always came to mind whenever hearing the word 'rookie'- that is until I became one. My background is in marketing and post-graduation I was avidly looking for a position in that field. That all changed once I learned about Bristlcone Holdings, a fintech company that exists to 'democratize the world of finance'.   Prior to joining the ...

Customer Experience Starts in the Boardroom, Not the Frontlines

Creating a customer experience that leaves guests feeling wowed and appreciated takes unwavering dedication and commitment. Many believe the customer experience starts on the front lines. Although this logic makes sense, the customer experience really begins in the boardroom, starting with buy in and support from the top down. It doesn't matter how stellar your front line employees are- if ...

The Power of Hate: Why Embracing Complaints Will Transform Your Business

  Receiving customer complaints is guaranteed if your doors (or website) is open for business. It’s not a matter of ‘if’ you will receive them, but rather ‘when’. Any seasoned leader or entrepreneur will tell you that they come with the territory. And although you may have a legendary product that is bound to turn the ...

Does the Non Squeaky Wheel Get the Grease, Too?

Feedback is the currency of customer service. After all, if your customers aren't talking, you most likely are doing something terribly wrong. So what comes to mind when you think of customer feedback? Most likely it's complaints. We are all too familiar with them. In fact they are pretty much guaranteed to come with the job. ...

History Matters: How Embracing Your Past Will Prepare You For Your Future

George Santayana once said: ‘Those who cannot remember the past are condemned to repeat it.’ Understanding your past is crucial to prepare for your future. People are quick to believe that the past doesn't determine the future. Although there is some truth to this sentiment, it is primarily misleading and quite alarming.   You can't control (or change) the past; it's done. Does ...

Won by One: The Power of Reaching Out

Automation is incredibly valuable for booming businesses struggling to keep up with demand. However, automation should never replace the human touch. Problems will alway occur on a regular basis and it's impossible to have an automated response that will capture 100% of your customers' inquires and needs. This is where the delicate balance of automation and human interaction comes into ...

Gimme, Gimme! 5 Ways to Serve Difficult Customers

Spending any amount of time in the trenches of customer service will quickly expose you to all kinds of customers. There's the good, which we love; there's the bad, which we avoid as much as possible; and then there's the ugly, which we all dread. Most can quickly call to mind at least one challenging customer service experience. Some businesses ...

Service Builds Trust. Trust Creates Loyalty.

A couple months ago I was headed out of town on a road trip when my husband noticed the air in one of my tires was low. It didn't take long for him to find a shiny nail lodged in my tire. Although I likely would have been fine, he didn't feel comfortable with me ...