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Ten Keys to Customer Loyalty

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by Kent Boehm

Young couple agree to the dealThe goal when creating a customer is to give your customers an unexpectedly positive experience that keeps you and your product at the top of their mind.

Your goal is to have frequent interactions with the customer, so when the time arrives for them to purchase your product again, they will think about you and your business first.

By doing this you start to add value to them that your competitors aren’t doing. This value is often the point of difference that sets you apart and stops your competitors moving in on your key customers. Continue reading “Ten Keys to Customer Loyalty”

True Leaders Are Not Invincible

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by Kent Boehm

True LeadersThe word “leader” often conjures up an image of a driven, successful, almost super-human person who has the power to shape the world around them with their ample amounts of charisma, work ethic, intelligence, and powers of persuasion. Leaders are looked up to in times of crisis, and they are counted on to keep a level head in any situation. This status sometimes lends an air of invulnerability to these people; they are sometimes seen as not possessing human flaws and emotions. That cannot be further from the truth – no matter how confident and head-strong leaders can seem, they feel the same fears, indecisiveness, and insecurities we do. They may put on a facade of invincibility, but they are just as human as you and me. Continue reading “True Leaders Are Not Invincible”

Your Most Precious Resource is Time – Use it Well

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by Kent Boehm

Most precious resource

If you ask a business owner what their most precious resource is, they’ll usually give one of a few answers. Money is the most common, while others say their employees, community, or family. What is less stated is the one resource that can never be replenished or gained back – time. Once you waste your time with something, you can never get it back again. Some busier business owners understand this, but newer ones haven’t yet learned how to utilize their time effectively.

Business owners that don’t have enough time to do things usually have the same problems: they don’t delegate tasks well, they don’t prioritize tasks, and/or they aren’t well-organized in their day-to-day life. These issues are as simple to fix as they are common; most of the time, you only need to make a slight change in how you accomplish or go about completing certain tasks in order to squeeze more productivity in the time that you use. Continue reading “Your Most Precious Resource is Time – Use it Well”

You Are What You Feed Your Mind

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by Kent Boehm

You Are What You Feed Your Mind

“You are what you feed your mind.”

-Dr. Frederick Eikerenkoetter

It is written, man shall not live by bread alone, but by every word that proceeds out of the mouth of God. St. Matthew 4:4 A SCIENCE OF LIVING PRINCIPLE. You will never get any further in life than the ideas in your mind. It is important to feed your mind only right ideas. Continue reading “You Are What You Feed Your Mind”

Customer Service on Twitter

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by Kent Boehm

Did you know that you can use Twitter to connect with your customers and provide customer service? With over 99% of brands on Twitter having a reason to stand out is key. A customer service strategy that uses Twitter as a customer service portal is a great way of connecting with your customers and catching inquiries on the spot.

Some brands even have a customer support system already in place on Twitter. Companies such as Nike have a support handle which is a separate account, just for customer inquiries. Any tweet to this account is handled by the customer support team and responses are seen quickly. Not only does this make things easier for Nike, but the account also has over 465K tweets. Continue reading “Customer Service on Twitter”

Serving The Millennial

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by Kent Boehm

Millennials are a powerful generation who are well informed and have strong decision making skills.  When we think of millennials we think of the younger generation, but how young are we talking? A millennial, also known as “generation Y” is someone born between 1980 and 2000 and they account for almost one-third of the country’s population.  According to the 2011 Canadian census, the largest age group in Calgary was a millennial age group of 24-29. Once the 2016 numbers are released the millennial group is likely to remain a large portion of the Calgary population and one of the reasons why businesses need to keep up to this smart and tech savvy generation. Continue reading “Serving The Millennial”

Hiring an Excellent Customer Service Team

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by Kent Boehm

Great customer service in Calgary is essential for a business’s reputation and company image. One poor customer service experience can turn people away indefinitely from your business, whereas excellent customer service is often remembered above and beyond any other aspect of the company.

It’s all about people and that starts with hiring the right ones! If you have a great customer service team you can run your day to day business knowing that your customers will be taken care of properly without affecting your bottom line. It is not always an easy job and can put employees in difficult situations. Some of the skills and characteristics to look for when interviewing a customer service candidate would be: Continue reading “Hiring an Excellent Customer Service Team”

Reducing Customer Response Times

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by Kent Boehm

Do you start to wonder if your email hasn’t been responded to within a few hours?

In today’s world where most communication is done through technology, we have been spoiled by quick response times. The response time refers to the time it takes a customer service representative to make the first point of contact after an inquiry is made. Even if you cannot resolve the issue at the first point of contact, acknowledging them in any way keeps the customer focused with you.

“A survey by Nielsen shows that 33% of customers’ would still recommend a brand that was quick to reply, even if the response was not complete.”

Does your company track response times and monitor? The average first response time can be calculated by taking the total of all response times and dividing it by the number of cases that you resolved. By knowing what your response times you can ensure that your company continues to increase efficiency by decreasing the rate over a period of time. If you have said that you will respond in a certain amount of time it is critical that you hold yourself accountable to those times. Continue reading “Reducing Customer Response Times”

Motivating Employees To Provide Great Customer Service

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by Kent Boehm

You have your customer service dream team now, but how do you motivate them to do the best that they can do? Although an employee may know about the best customer service practices and can run the daily tasks associated with their position getting them to go above and beyond to really wow a customer can take some motivation.

Did you know that 55% of customers will pay more to go with a company that will provide a better customer experience? It is still the number one factor in building trust with the company and the reason why you should invest in your customer service team.

We all know that monetary motivators such as cash bonuses are a great incentive for a team to perform better; but how do you go beyond these types of incentives to really keep a motivated team doing the best job that they can do? Continue reading “Motivating Employees To Provide Great Customer Service”

Handling Difficult Customer Service Situations

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by Kent Boehm

Cartoon hand holding sign that reads how to keep the customerHandling Difficult Customer Service Situations

Through the day to day interactions of your business there are many scenarios that can arise in relation to customer service. You will likely find yourself in difficult situation at some point and although a customer may be upset, the main thing they will remember is how you handle yourself.

If you find yourself in one of the following situations know what to do…. Continue reading “Handling Difficult Customer Service Situations”

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