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Forbes writer Micah Solomon and Customer Engagement Director Rhonda Basler take on the adage of the customer is always right.
The post No. The customer isn’t always right. (But you want to make her feel like she is.) appeared first on Hallmark Business Connections Blog.
Can an apology ever be so good, so sincere, that it transforms a frustrating customer experience into a relationship-building one? Apologies are tricky. The words you say changes the message you convey. “We’re sorry.” Not only do these two words validate your customers’ frustration, but empathetically acknowledge their inconvenience. It lets your customer know the […]
“Kansas City Power & Light is honored to be a part of your important moments and memories.” When I heard this in a Kansas City Power & Light video, I was struck by how much that sounded like something Hallmark would say. When we first began to partner with KCP&L to create and pilot the Customer […]
First impressions are huge. So are last impressions. But why is it that you never hear about “middle” impressions? Well, there’s actually a scientific explanation for it, and it has a lot to do with how human memory works. Author and Forbes contributor Micah Solomon and I would like to point out that if you […]
The post The Power of Beginnings and Endings in the Customer Service Experience appeared first on Hallmark Business Connections Blog.
I was heading into my office last Tuesday and waved hi to someone I met a week before. I got a nod but I could tell-that person had no idea who I was. Ever have one of those awkward moments? How many times do our customers have that exact same experience? They know who we […]