Lady Gaga has been called weird, eccentric, crazy, controversial, etc. But whether you hate her or love her, there's one thing she's really good at: making her fans happy. In 2009, Lady Gaga bought pizzas worth $1000 for her waiting fans at an autograph signing; She rewards devotion. She doesn't seek out new fans; she nurtures the loyal ones she currently … [Read more...]
Customer service should be the top priority of every business, yet unfortunately it's an area in which many companies fall short. How do you know if your customer service is failing? Your customers are telling you: If your customers are coming straight out and telling you they're not happy, don't treat each complaint as an isolated incident. Take each … [Read more...]
The first ever email was sent in 1971. Today around 145 billion emails are sent each day. Social networks are growing day after day with more people using them to communicate and share information - precisely what we once relied upon email for. Yet the email newsletter seems reluctant to go away. Why? Email is static: Social networks move in real-time … [Read more...]
When your business relies on reservations and appointment scheduling, the customer service agents handling your incoming phone calls are your front line and first impression for your business. Today's discerning customers require top-notch professionalism from upbeat and positive advocates to show them they have made the right choice in choosing your business … [Read more...]
First impressions mean everything in the competitive business world. Whether your customers are calling you with a service request or about an order delivery, the impression you make in those brief moments on the phone determines your relationship. If a caller is satisfied with the results of the call, they're more likely to become repeat clients. Conversely, … [Read more...]
Tom received his bachelor’s degree in political science and economics from Bucknell University, Lewisburg, Pennsylvania. He has been nominated for Ernst & Young’s Entrepreneur of the Year award, and is involved in community service, including a local mentoring program for youth. Most recently, Tom was awarded Ingrams Magazine Top 40 Under 40 Award a prestigious award for leaders in the Kansas City business community.
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