They say the customer is always right. But that doesn’t mean you’re always wrong. The average business only hears from 4% of its dissatisfied customers. And for every complaint, 26 other customers remain silent. So how are you supposed to know how what’s working well and what to improve on? For all of the feedback […]
The 4 Biggest Customer Service Mistakes You Might Be Making Read More »
Customer service is having a moment. Now that more and more interactions between customers and companies are taking place in public—via social media, review sites, and beyond—the stakes are higher. Attention and budgets are growing. But still, even with renewed focus, the overwhelming majority of customer service resources are reactive. “How can we best interact
Pixabay Focusing on what matters is essential to your daily life and to your business. Without focus, we would walk blindly through life. In the article How The Power of Focus Can Lead You To Success, there is a story of a Zen master teaching his students. The Zen master wanted to show his students
Free-Photos / Pixabay If you want loyal customers, offering quality products at a fair price just isn’t enough. Today, competitors are just a Google search away, and it’s easier than ever to switch brands for the next best thing. So how do companies get and keep customers when there are so many options? These days,
One of the best ways to deeply understand your customers is to watch and listen to them whenever you can. Observation and listening are powerful but often underutilised tools of the marketer. It is, therefore, disappointing that so many companies race to conduct market research, usually a qualitative study, as a first step to improved
Why Observation is So Hard to Do and 5 Secrets to Be More Effective Read More »
geralt / Pixabay Self-service checkout lines have become more and more common. Online consumers are accessing digital customer service and resolving their own issues without speaking to a live person. Chat features on e-commerce websites can often resolve customer issues as well. Yet there are still those customers who want to speak with a live
How To Choose The Right Customer Support Model For Your Business Read More »
In today’s digital, social, and app-driven economy; companies face an increasingly complex environment when it comes to managing their customer experience. Customer touch points are diversifying — spanning apps, websites, social platforms, chats, advertisements, live events, physical locations, virtual and augmented reality and more — making it more important than ever for brands to develop
Branding as a Framework for Customer Experience Management Read More »
A good friend sent me a Facebook message this week. She was distressed. A reader of her most recent book left a hurtful, one-star review on Amazon.com. She’s not gotten many bad reviews in her career as an author, because my friend is thoughtful, wise, and a terrific writer. She told me that in the
The allure of the “new” is unmistakable. In fact, a study shows that it’s part of our psychological makeup to believe that new must always equal improved. It is only natural to be continually on the lookout for ways to lure the next potential customer, but focusing too hard on acquisition may be to your
Why You Should Be Focusing on Customer Retention, Not Acquisition Read More »
Working in a call center, whether you’re on the phone or on the floor managing operations, means that you’re front and center with customers at all times. It also means that you know the importance of delivering a great service experience for your customers. If that’s not an area of focus for you, it certainly
The Journey to a Great Customer Service Experience Read More »
