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Christmas is just around the corner. Last customers make their last-minute shopping. Those who didn’t decorate their Christmas trees yet, decorate them with lights, garlands, and ornaments. Homes start to smell with cinnamon, nutmeg, and pine. Lovely, right? But is Christmas time... read more
So it happened. A customer fell in love with your product, you made a deal, signed a contract, and now you both hope for many years together. But along the way, it’s easy for a customer to be amazed by the competition and try their service. For you, it means that once somebody... read more
Good communication with customers is key, no matter what industry you represent. If there are breaks in this communication, you’ve got yourself a problem. Even when planning a vacation or your Holiday leave, you should think of the communication and take care of it by setting up... read more
In my latest post I wrote about why customer service is important, in this post I would like to tell you how you can take advantage of a personalization to create an even better customer service experience. Let’s start with what customer service experience is. In simple words,... read more
Excellent customer service experience is a holy Grail for all people working in business. We struggle all the time to provide the best possible service, we go hundreds of extra miles to make customers happy, and yet - we’re still getting negative feedback and customer complaints.... read more
CRM stands for Customer Relationship Management and by definition is an approach to managing a company's interaction with current and potential future customers. At Highrise, CRM is what we do. So you'd think all of the uses and benefits of a CRM would be obvious to us. But when... read more
5 minutes
Aug 19, 2016
Customer service stories are full of bloodcurdling events and malicious characters. All of us can recall at least one example of really bad customer service where everything went wrong, a person we were talking to was incompetent or a customer that we were dealing with, was a... read more
Many businesses hide themselves behind stock photos, soulless copy and scripted conversations. Yawn... they are boring. But, there are other businesses, the brave ones, where people behind the brand show themselves up and tell personal stories. They are engaging, dip into our... read more
5 minutes
Jun 23, 2015
Perspective-taking is our capacity to see the world from the view of the other person. It is our key skill, which helps us create successful relationships with our customers. By understanding someone else's viewpoint, we find out what they need and want from us, how are they... read more
5 minutes
May 22, 2015
When we make business with a client, meet with a friend or make love to our close one, we have an intention at the back of our head. Do we want to get as much as we can from them, or do we want to give without worrying about what we get in return? Our intent comes before all... read more
7 minutes
Feb 18, 2015
As 2014 ended, marketers discussed business trends for 2015. As always, their predictions seemed more or less accurate and, in most cases, terribly obvious. For example, I’ve read that in 2015 marketing will “shift from globalization to personalization”. Sounds impressive, but... read more
Customers are no longer concerned merely to satisfy their basic needs. They want to take consumption process to a higher level - they want to have an emotional connection with the brand they are buying from. They want to experience something worth remembering and live better... read more
Here’s a quick and simple guide for live chat operators and website visitors who discuss sales and support matters over the chat - live chat etiquette. Although some of the tips below might seem obvious, the communication goes much better if goals of the chat operator overlap... read more
7 minutes
Sep 7, 2014
A good customer experience can increase the length and value of any buyer-vendor relationship. In a marketplace, where every product has a better or cheaper substitute, it becomes obvious that commercial success is tied to care, going way beyond closing sales. Successful... read more
7 minutes
Jul 26, 2012
