By Mike Green Despite massive changes in the grocery industry, low-tech, traditional grocery store flyers and cut out coupons are still essential and amazingly popular marketing tools for grocery retailers. Competitive pressures are intense, social media has changed how we think and how we behave, and technology provides new tools for all of us to [...]

By Sarina Rapini (Customer Impact editor) image by pixabay Trying to make your customers happy but ignoring the satisfaction of your employees is like sending an apathetic, unorganized, and unprepared army into battle. Customer service and employee morale tend to go hand and hand. So what is it that makes employees content with [...]

Barbry Booth - Scheduling Manager I love scheduling!  No, I really do.  Note, I did not say it didn’t have its challenges.  That’s definitely not the case, but hey, I’ve always been up for a challenge.  Of course with challenges come difficulties and potential failures. Stuart Miles@freedigitalphotos And that brings me to my [...]

By Maegen Clemens So long are the days when businesses have just a telephone or letter to answer when responding to customers. Now, companies have to monitor thousands of messages communicated on social media sites to protect their brand and reputation. It is important for them to research what people are saying about their products [...]

by Deborah Campbell pat138241@freedigitalphotos We’ve all been there, sitting in a crowded room, when one person yawns.  Suddenly, all you can think about is how much you do not want to yawn.  Inevitably, no matter how strongly you fight against it, a yawn will soon escape from you, as well.  Within the next [...]

By Mike Green While we all expect great service at the Ritz Carton, not many of us expect WOW service at a gas station. I am lucky enough to still have a full service Shell station in my city, College Station, TX with eight service bays. They understand why the word “Service” was put in [...]

By Mike Green image by pixabay One of my favorite quotes from a prospective client years ago went something like this.  He called us to help improve the level of service his customers were receiving.  When I asked how much his company budgets for customer service and training, he replied, “Zero – our [...]