by Mary Ellen Graf | Mar 18, 2021 | customer service, Online reviews
1) People can tell your business is filtering the bad reviews. 68% of consumers trust reviews more when they see both good and bad scores (Econsultancy, 2012). Customers are more review savvy and can spot when things look too good to be true. 95% of consumers suspect...
by Mary Ellen Graf | Mar 7, 2021 | customer service
Everyone can recall a time when they’ve received excellent customer service. Whether it was the clerk who was extra helpful or the hotel staff who went above and beyond, we’ve all experienced it. Unfortunately though, the bad customer service is almost always recalled...
by Gabrielle Graf | Sep 1, 2017 | customer service, customer value
This is a post about delivering value to a customer even when it’s at a direct cost without any direct compensation to the company. I have a light remodel project going on in my basement at home. On multiple occasions, we carried out torn-out drywall to the...
by Gabrielle Graf | Jun 29, 2017 | customer acquisition, customer service, leads management, marketing strategy
You’ve worked hard to design an attractive and functional website. You’ve created an appealing offer, and included a contact form. You’re ready for those inquiries to start rolling in.Sounds great, but are your prepared to answer those inquiries when...
by Gabrielle Graf | Jun 1, 2017 | customer relationship management, customer service, decision makers, influencers
One of the biggest challenges in the past for your sales professionals was to get past the gatekeeper to make contact with the decision-maker. Once you reached the decision-maker, you worked to develop a relationship with him and her, made your pitch for your product...
