Blog
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
📬 First Response Resolution: The Underrated Metric That Tells You Everything
First Response Time tells you how fast your agents are.
First Response Resolution tells you how effective they are.
If your first reply actually solves the issue, that’s not just efficiency—that’s trust. And it’s a customer loyalty superpower.
Here’s why First Response Resolution deserves a place on your Salesforce dashboard.
Rethinking Salesforce Reporting: How I Left a Session Inspired to Build Better Dashboards
Ever feel boxed in by Salesforce dashboards? I did—until I attended a session that completely reshaped how I think about reporting. Learn how Lightning App Pages, screen flows, and even user records can unlock smarter, more flexible dashboards for your service teams.
SOQL Isn’t Just for Developers: It’s a Power Tool for Admins Too
I’ve always thought SOQL was just for developers. Turns out, it’s one of the most useful tools an Admin can use to get the data they need—fast. From user access checks to quick exports, here’s how I’m using SOQL to work smarter, not harder.
What I Learned From Teaching Omni-Channel at Midwest Dreamin’
After leading a hands-on Omni-Channel training at Midwest Dreamin’, I walked away with more than just a successful session—I gained a fresh perspective. In this post, I share what went well, what I’ll do differently next time, and how I plan to level up future presentations with more personality, deeper content, and stronger community connections. Whether you attended or not, I’ve included resources, reflections, and a look ahead at what’s next for Omni-Channel in Service Cloud.
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."