If you want to know where to invest time and money to improve the customer experience, there is one thing you want to seriously consider now:
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Short words you should not use with customers
In business, we often need to speed up conversations and transactions with customers. But some conversation shortcuts just shouldn’t be used.
The art of email: How to write effectively, professionally
With the demise of letters and direct mail, email could be the most formal business communication we use these days. So it better look good. Follow these guidelines for writing email customers will appreciate.
7 customer communication rules that should be revisited
Business relationships are more threatened than enhanced by technology. Here’s why every customer experience professional needs to revisit some business communication rules.
‘You’re fired’ – and 9 other things you should never say in email
Whether you’re sending email to customers or colleagues, some things should never be said in those messages. Just ask Microsoft.
Love or hate ’em, you have to deal with these 6 tough customers
Customers really are a lot like family: Some are as ornery as Uncle Frank, and some are as indecisive as Grandma Ellen. Love or hate them, you have to handle customers at their best and worst. This is how.
5 signs a customer’s email is riddled with lies
Customer relationships are increasingly becoming electronically based. And every once in a while, customers will tell a fib or two via email or online to make their complaints or problems more compelling. Here’s how to spot those digital lies — and react to them.
Exciting email secrets from industry insider
We just sat down with Matt Highsmith, president/CEO of TailoredMail, an email marketing and automation software firm, about what’s working in email right now — and what trends will soon emerge. Our talk produced some juicy tips for emailers.
5 ways to make transactional emails better
Those easy emails – the kind you send to confirm orders or to notify customers of a shipment or order changes – can be so much more than transactional messages. When done well, they can be customer relationship builders.
