Posts by JoAnn Fussell

An article in the Harvard Business Review evaluated customer survey questions for effectiveness in measuring customer loyalty and the reputation of a business. After much research, it was determined that a customer’s willingness to refer a service or product to someone else was the strongest indicator of a loyalty, even above a customer’s rating of satisfaction. The…

Rules have changed when it comes to how consumers choose products and remain loyal to those brands. Online reviews on social media and sites like Yelp or Google are influencing today’s consumers just as much as word-of-mouth referrals from neighbors and friends. With the heightened competition, you’d think that consumers might expect companies to say…

In the real estate business, each and every phone call is important. Whether it’s a buyer ready to make an offer, a seller ready to accept one, or anything in between, each call is key to keeping business thriving. Not to mention, clients expect agents to be professional and organized enough to answer each call,…

Many service providers or small business owners think they can rely on their cell phones to manage their calls and that they don’t need an answering service. This is true especially for people who run their own business solo, such as HVAC contractors, plumbers, property managers, or entrepreneurs just to name a few. But relying…

Today’s patients expect personal customer service and quick answers to questions about their medical concerns. They are quickly frustrated if their call is put on hold, or if they receive voicemail when calling a healthcare practice. In fact, a survey by the Consumer Reports National Research Center revealed that 75% of those polled said the most…

Property managers are constantly juggling many tasks. If they’re not showing apartments, condos or houses to potential renters, they’re responding to calls from tenants who are requesting maintenance. Or they are making arrangements with service providers such as landscapers, painters, and plumbers. Property managers are so busy managing the many aspects of the business that they seldom…

According to the National Funeral Directors Association (NFDA), people are expanding their concepts of how they want to honor their loved ones with end-of-life services. As a result, trends in the funeral industry are changing and becoming much more consumer-centric than they’ve been in the past. Here are three major trends that funeral home directors…

Funeral homes directors and staff members have a great responsibility for helping family members navigate a most difficult time. Not only are they responsible for helping family members decide on the type and timing of service, they are expected to be the communication hub for all details relating to the deceased loved one’s services. Whether…

You can always bet that at the Masters golf championship in Augusta, Georgia, there are quite a few attendees who are wondering how they’re going to cover their phone calls while there. Cell phones, beepers, and other electronic devices are strictly prohibited on the grounds at all times. In fact, having a cell phone on…

Answering services are proving to be an invaluable tool for healthcare providers of all types. Physicians, dentists, home health care workers, medical equipment suppliers, and hospice nurses are just some of the providers who rely on 24/7 call answering to keep up with patient communications. Patients often don’t realize they’re talking with a receptionist at…