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Top 5 Customer Service Reads For the Week of January 18, 2016

  • 2 min read

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 percent of consumers are likely to experience no satisfaction whatsoever in dealing with a product or service complaint. For retailers the outcome is not good as it is putting about $202 billion in revenue at stake and can slash consumer repeat business and loyalty to shreds. Here are 26 tips and trends to help you improve your… 

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Takeaways from the Oklahoma Conference on Tourism

  • 3 min read

Another VERY informative Conference on Tourism put on by the Oklahoma Travel Industry Association. I heard many co-conference attendees exclaim, “Information Overload!” Great appreciation to Debra Bailey and the Board for putting together such a great day of education. So what were the key takeaways? Mobile, Content and Customer Service. Let’s break them down… Mobile – The data shared by Santiago Jaramillo should not be surprising: There are more smart phones purchased each year than babies born. 60% of all web traffic comes from mobile devices. 2 of 3 consumers are less likely to engage further with a brand if they have a poor experience with… 

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Resolve for a Better Business in 2015

  • 3 min read

How’s that new year’s resolution going? Many of us are on our annual quests to better ourselves through resolutions. Seven days in… cut extra spending? Still exercising? Seven days without a cigarette? Keeping up with your read-through-the-Bible-in-a-year program? What about our business? While we’re spending time reflecting on how to turn over a new leaf personally, perhaps we spend time considering resolutions for our business. In 2015, how can our business: Lose Weight / Save Money… how can we run a more efficient operation? If there’s one way to trim the fat, perhaps that could mean cost savings. As the employees.… 

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How To Create An Exceptional Experience

  • 5 min read

While it appears as if the need for customer service is going away, eventually the consumer has to have human interaction. We in destination marketing know a traveler can make a hotel reservation and book a flight online. They can get tickets to a show or attraction online. They can check luggage with minimal personal interaction and the flights offer minimal personal interaction. Eventually though they get in a taxi, get to the front desk of a hotel or are greeted by the wait staff at a restaurant. There is where the visitor must encounter exceptional customer service. Pete Winemiller… 

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