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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
The 5 KPIs That Will Transform Your Customer Support Strategy
What you measure is what you improve. Are you tracking the right things?
These 5 KPIs can help your service team move faster, serve better, and stay focused.
Plus: how to build a no-code dashboard in Salesforce to track it all.
Elevating Every Touchpoint with Service Cloud and Experience Cloud
Customers don’t remember tickets—they remember experiences. Every service touchpoint is a chance to either lose trust or earn loyalty. Learn how Service Cloud and Experience Cloud help build unforgettable service experiences that drive retention and growth.
Why Your Support Team Isn’t Using Salesforce (and How to Fix It)
If your support team avoids Salesforce like a bad salad at a potluck, it's not their fault. It's your configuration. The good news? It's fixable—with small admin wins, smart feedback loops, and training that actually fits real-world support work.
Let’s ditch the spreadsheets for good.
From Chaos to Clarity: Building a Service Operations Playbook in Salesforce
Still getting Slack messages that say “Hey, who owns this case?” That’s not just a workflow problem—it’s a sign your support operations need structure. In this blog, I break down how to build a Service Operations Playbook in Salesforce, the system that brings order to the chaos. We’ll cover the building blocks—queues, assignment rules, and SLAs—plus how clarity empowers agents and paves the way for AI to actually work. You’ll also get real-world templates to help you get started. Whether your team is 5 people or 50, this is your roadmap from reactive chaos to proactive service excellence.
Clarity isn’t just nice—it’s a competitive advantage.
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."