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Instagram Introduces Two New Features that Borrow From Periscope and Snapchat
Instagram is putting the popular ephemeral spin on video streaming and private messaging. Taking a page out of the books of Snapchat and Periscope, the app is introducing two new features: live video...
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What Customers Expect is Good Service, What Customers Crave Are Awesome...
“Let’s face it: Today, most customer experience programs are a disaster.” – – What Customers Crave: How to Create Relevant and Memorable Experiences at Every Touchpoint What Customers Crave: How to...
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The Relationship Engine Helps Keep Humans in the Business Equation
Relationships are so central to business that we take them for granted. We create our organizational charts, enshrine our customer service policies in manuals, and post inspirational teamwork posters...
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Design, Measure, and Improve Your Customer Experience With The Customer...
In the race for the next customer, businesses have access to a mind-boggling array of technology ranging from social media to artificial intelligence and Big Data. These tools seem to offer businesses...
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You Need to Have The Heart of Hospitality to Create a 5-Star Hotel Experience
What transforms a hotel from a temporary location away from home into a five-star experience? If you ask most people, they would say the amenities or location. Micah Solomon and the hospitality experts...
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Customer LLC: Moving From Social Media Hype to Deeper Customer Expertise
Customer LLC: The Small Business Guide to Customer Engagement & Marketing is designed for small business owners who want effective marketing that doesn’t feature a call to action on every single...
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Experience My Brand Ties Customer Service Efforts to Profitability
Experience My Brand: How Successful Companies Develop Loyal Customers and Increase Profits is about what it takes to reach the goal of every business, creating a base of loyal and supportive customers....
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Ignore Your Customers (And They’ll Go Away): A Customer Service Playbook
Micah Solomon, a world renowned customer service expert, is one of those people who does mystery shopping for large brands. You’ve probably heard of mystery shopping. It’s a method to provide feedback...
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“Winning on Purpose” Reminds Businesses of Where Profits Come From
“How likely are you to refer [company name] to a friend or family member?” This one question changed the face of customer satisfaction back in 2006. It all started with Fred Reicheld, the founder...
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Should You Put Employees First?
Everyone has been talking about the “Great Resignation” and trying to figure out what’s underneath this phenomenon. I don’t think the answer is important, what I do think matters is that each small...
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