by Stephen Koranda | Jul 20, 2016 | Blog, Customer Service, Marketing, Small Business, Tourism
Customer service is at an all-time low and customer satisfaction in dealing with a product or service issue is just as low, about 40 percent. Two of three consumers are likely to experience rage during an interaction with a customer service rep. In addition, 63...
by Stephen Koranda | Jul 19, 2016 | Blog, Marketing, Tourism
All eyes this week on Cleveland as the Forest City hosts the Republican National Convention. Tourism professionals in Convention and Visitors Bureaus – CVBs (or Destination Marketing Organizations – DMOs) in Cleveland around northern Ohio are implementing some...
by Stephen Koranda | Jul 18, 2016 | Blog, Email Marketing, Marketing, Small Business, Tourism
Stephen speaks regularly on marketing, social media, email marketing and customer service. Probably the most asked question regarding email is ‘how often should we email?’ Stephen suggests at least once per month. Beyond that? It depends. Three ways to...
by Stephen Koranda | Jul 15, 2016 | Blog, Customer Service, Marketing, Small Business, Tourism
One would tend to believe customer service is customer service. No trends. A smile is a smile. Empathy, listening, going the extra mile are standards. Apparently things change and what might have been hot is not. Shep Hyken, the customer service and experience expert...
by Stephen Koranda | Jul 12, 2016 | Blog, Marketing, Small Business, Social Media, Tourism
You’ve started your social media accounts. You’re posting. You’re tweeting. You’re pinning. Starting to get proficient at Facebook. Even used a #hashtag in a tweet. But now comes Instagram and Snapchat. First we always coach, own one social...
