Current Headlines
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Managers’ Guidelines For Creating Customer Satisfaction
5/9/2013
How do managers know how customers are being treated? When you aren’t around or within earshot, how do you really know how your staff members are responding to your customers? You don’t. You can only rely on your example of customer service to live on through your staff’s communication with customers.
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3 Reasons Your People Should Love Customer Service Metrics
5/9/2013
Customer service metrics are MUCH more than a number, they’re the key to tell your people where they’ve been, where they are, and where they can go in their quest to deliver exceptional customer service experience.
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Legally Speaking: Being Deposed
5/9/2013
Recently an RSPA Member contacted me because he had received a subpoena for a deposition and wanted to know what to do. He was not a party to the litigation, but what is known as a “third” party that may have knowledge regarding the dispute. The date of the deposition was during Spring Break and he had vacation plans with his family. The deposition was scheduled in a city two hours from his home and business.
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The Six Kinds Of Self-Assessment Questionnaires
5/9/2013
Did you know that small and medium-sized businesses can verify their own ongoing compliance with PCI regulations? This helps eliminate the need for third-party inspection and can result in significant cost savings. But, as with all things PCI related, the process isn’t as simple as it might seem. Luckily, RSPA is here to walk you through it!
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RSPA President's Note - May 2013 - RSPA Industry Recognition Awards And Celebration
5/9/2013
Each year at our annual member convention and trade show, RetailNOW, RSPA presents several awards to companies, industry leaders and innovators. Some of the awards are fairly new and some have a long history. Here’s a little background information on our awards as we get ready for RetailNOW 2013…
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The Best Way To Ignore Your Customers
5/9/2013
Customer service. It’s thathing you just have to do after you sell something. You already closed the deal, but your customer still needs help. They need tracking numbers, service calls, exchanges, RMAs, and technical support. If done the right way -- read, the old-fashioned way, providing customer service takes a lot of effort and individual communication. However, according to TheOnion.com (1), “Anything that’s old and requires effort is inefficient.” There must be a better way, right?
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5 Key Elements Of A Successful Social Media Audit And Why Your Brand Needs One
5/9/2013
There are 2.27 billion people online which is a number that has only doubled in the past five years (scratchmm.com). This means 2.27 billion people have access to any information your brand posts, or information others post about your brand. Using social media is a fast, easy means of widespread communication, but is your brand being portrayed in the way it’s intended to? Social media audits are vital for the success of your brand’s means of effective communication when using popular sites such as Facebook, Twitter, YouTube, Pinterest and Google+.
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Swimming With The Sharks: Pitch Lessons From Reality TV
5/9/2013
Though Shark Tank is highly entertaining (although, at times, unnecessarily brutal), it’s also quite instructional when it comes to high-stakes presentations. With so much on the line, wanna-be entrepreneurs must give the pitch of a lifetime — one that requires them to project confidence, credibility and conviction from start to finish.
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Prepare Now For The Hybrid Cloud Upsurge Trend
5/9/2013
There are a couple of reasons this uptick in hybrid cloud adoption is so important. First, it speaks to your customers’ security fears when considering public-cloud-only options combined with the fact that private-only cloud options can sometimes be cost prohibitive. And second, deploying a hybrid cloud strategy is more complicated than a public-only or private-only strategy. Where there is more complexity, the channel becomes more relevant.
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Nervous About Cloud Security? Take A Road Trip
5/9/2013
I spoke with three MSPs recently for an article I’m writing on the topic of PSA (professional service automation) software. In addition to learning some interesting things about various PSA solutions, I learned something else that was valuable, which was the fact that two out of three of the MSPs had serious reservations about the cloud.