Len Markidan – Groove Blog

33 Customer Service Quotes to Inspire, Spark Questions & Help Your Team Thrive

Len Markidan — Thu, 05 Dec 2019 20:00:46 +0000

These legendary quotes contain timeless wisdom to help you and your team through any situation: the good, the bad, and the ugly. “Quotes” (see what I did there?) are tricky things. It’s far too easy to get lost in “motivation porn,” spending far too much time reading and sharing witty sayings, and not actually getting […]

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10 Customer Service Phrases You Should (And Shouldn’t) Be Using

Len Markidan — Sat, 21 Jul 2018 10:15:15 +0000

I wish I could tell you, ‘Here are 10 customer service phrases to guarantee success.’ The truth is I can’t. Customer service is about people. And—with people—magic formulas don’t exist. It’d be wonderful if all we needed was a cheatsheet of say and don’t say phrases. Unfortunately, things aren’t that simple. (And you shouldn’t believe anyone who tells […]

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7 Customer Onboarding Email Templates That You Can Use

Len Markidan — Tue, 23 May 2017 12:46:47 +0000

What happens when a customer signs up for your product or service? A lot of people think that that moment—the signup—is when they’ve “won” the customer. But the reality is that in a world where 40-60% of software users will open an app once, and never log in again, that’s simply not true. For most […]

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Infographic: 22 Customer Support Statistics That You Need To Know

Len Markidan — Tue, 16 May 2017 11:17:46 +0000

The key numbers that should drive your customer service strategy. There’s always the “standard” customer service advice that seems to get repeated all over the web without any real proof or meaning. “Be human!” “You must be on Facebook!” “Speed is number one!” And then there’s the truth. Researched and proven findings that, although sometimes […]

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Use This Simple Technique To Explain Complicated Concepts To Anyone

Len Markidan — Tue, 09 May 2017 15:09:46 +0000

Use this to make your customers’ lives easier. Why did people love Bob Ross so much? Aside from the obvious answers (“his hair,” “his happy little trees”), people loved (and still love) Ross because he simplified something — oil painting — that had always been thought of as complex and inaccessible. Before Ross’ TV show, […]

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5 Lessons Your Business Should Learn From United Airlines

Len Markidan — Tue, 02 May 2017 14:33:05 +0000

The company’s recent PR disaster can teach us all how to better protect our businesses. If you love watching corporate crises turn into PR trainwrecks, then you’re having an amazing 2017. Between Pepsi, Uber and Cosmo, the year was already shaping up to be a solid source of crisis communications case studies. But then… enter […]

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How to Boost Online Reviews for Your Business (And Deal With the Bad Ones)

Len Markidan — Tue, 04 Apr 2017 12:05:43 +0000

Just how important are online reviews to your business? Really important: we’re now up to 92% of consumers reading online reviews before they make a purchasing decision (up from 88% in 2014). The reality is, whether you like it or not, your customers and prospects care about your reviews. A lot. It makes sense, of […]

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How to Hire an Amazing Customer Onboarding Specialist

Len Markidan — Tue, 21 Feb 2017 15:33:52 +0000

We’ve talked a lot about customer onboarding on this blog, and here’s why: it’s one of the most important elements⁠—if not the single most important element⁠—of customer success. Great onboarding is the difference between a customer logging in once, and never coming back (as 40-60% of software users do), and that same customer sticking around […]

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How to Improve Your Onboarding Process (With Great Customer Support)

Len Markidan — Tue, 31 Jan 2017 11:06:43 +0000

Follow these tips to make each customer’s first experience a great one. We all feel good when we have new customers sign up to do business with us. And we should. It means that something that we’re doing is working, at least enough to prove our value to these new customers. But we should be […]

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7 Best Practices That Your Social Media Customer Service Strategy Needs to Follow

Len Markidan — Tue, 24 Jan 2017 14:58:30 +0000

Use these social media customer support tips to build better relationships with your customers. It’s no longer a question of if your business needs to listen to your customers on social media. In one JD Power survey of more than 23,000 online consumers, 67% of respondents reported having contacted a company via social media for […]

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Use These Survey Questions to Improve Your Onboarding and Customer Success

Len Markidan — Tue, 17 Jan 2017 15:00:37 +0000

Do you want to make your product irresistible? Do you want your onboarding process to be intuitive? Do you want your customers to feel like you’re anticipating their needs at every turn, and magically delivering exactly what they want at exactly the right time? There’s only one way to do that: get into their heads. […]

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