Category Archives: Customer Engagement

In the Spirit of Relationship Building

Visit the Vyve Broadband website, and you’ll notice something. They don’t want to be “business as usual.” They’re friendly. They feel local. They believe in community and are firmly rooted in creating relationships with their customers. Last year, the cable company partnered with Hallmark Business Connections to help bring those values to life at the […]

Turning Apology Into Appreciation

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 […]

Picking the Right Partner

“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 […]

Do I Know You?

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 […]

Empowerment vs. Standards: You Can–and Need to–Have Both

I often hear managers tell their employees to go forth and create great customer experiences. Without arming employees with well-defined standards and a thorough understanding of their job and company policy, that kind of empowerment can end up being disastrous for everyone involved. Micah Solomon, author and customer service speaker, shares his ideas about walking […]

4 Ways to Get the New Year Started Off on the Right Foot

The New Year is a time of both reflection and planning ahead. For businesses, it’s the perfect opportunity to recognize and reconnect with customers and employees as well as celebrate individual milestones and company-wide successes. On the tail end of the holiday season, employees and customers alike will be relaxed and in good spirits. With […]

How to Master Customer Service Recovery

Here at Hallmark Business Connections we often talk about the importance of apologizing well. In this guest blog post, Micah Solomon, author and Forbes contributor, gives his point of view on an easy acronym to follow to make apologizing during a service recovery as easy as ARFFD. Happy reading. Service breakdowns are uncomfortable, and probably […]

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