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The Loyalty Lab Blog
Your trusted guide to Salesforce Service Cloud, a tool that allows small businesses and nonprofits to drive exceptional customer experiences while reducing their cost to serve.
Unlock the potential of customer service, experience, and business growth through actionable strategies, step-by-step guides, and insightful comparisons of industry-leading CRMs. Discover practical solutions to enhance CRM adoption, uncover trends in customer loyalty, and transform your Salesforce environment into a powerhouse of efficiency and engagement.
Featured Articles
The Loyalty Advantage: Why Exceptional Service is Your Most Powerful Growth Engine
5 Quick Wins for Reducing Customer Support Costs with Salesforce Service Cloud
The Future of Customer Success: How AI and Agentforce Are Transforming Small Business
Latest Posts
Unlocking the Power of Salesforce Reporting: A Comprehensive Guide
Unlock the full potential of Salesforce reporting! Dive into best practices, discover tools like Business Hours reporting and Omni-Supervisor, and explore advanced analytics with CRM Analytics. Transform your data into strategic insights and drive your business forward.
Why Feedback Is Your Business’s Superpower: Unlocking Growth with CSAT and NPS
Customer feedback isn’t just a nice-to-have—it’s a business growth strategy. Two key metrics help you harness the power of feedback: Customer Satisfaction (CSAT) and Net Promoter Score (NPS). CSAT measures how satisfied customers are with specific interactions, while NPS looks at long-term loyalty and brand perception. Together, they provide a 360-degree view of your customer experience.
But here’s the real secret: The most valuable feedback often comes from customers who’ve had problems. These are the people most likely to leave public complaints—or become your biggest advocates if you respond well. Capturing feedback right after a service interaction can help you resolve issues before they escalate and provide actionable insights to improve your product or service.
In this blog, I explore how to implement CSAT and NPS effectively, why service interactions are critical feedback points, and how feedback can inform product development and long-term strategy. Ready to learn how feedback can be your secret weapon? Read the full post.
Knowledge-Centered Service (KCS) in Salesforce: Building a Knowledge Ecosystem That Drives Efficiency
Knowledge-Centered Service (KCS) isn’t just a buzzword; it’s a strategy for embedding knowledge sharing into your organization’s culture. When paired with Salesforce tools like Knowledge, Experience Cloud, and automation, KCS principles can help you create a dynamic knowledge ecosystem that reduces service costs, improves customer experiences, and boosts team productivity. Want to know how to make it work for your organization? Read more!
The Power of Connection: Why Integrating Service Channels with Salesforce is Critical for Modern Businesses
Customers today demand choice, speed, and personalization. Integrating service channels like phone, email, chat, SMS, and social media into Salesforce allows businesses to meet those demands while streamlining workflows and capturing critical data. Learn why integration is key and how to overcome challenges to build a customer-centric organization.
Scale your Customer Service
Whether you're already operating on Service Cloud or just starting the implementation process, I can help you identify opportunities to streamline and automate your business processes. With my Service Cloud Quick-Start Program, we can get your system up and running in just 30 days, allowing you to quickly scale your customer service operations. Together, we’ll optimize workflows, enhance efficiency, and boost customer satisfaction."