customer experience

The 4 Biggest Customer Service Mistakes You Might Be Making

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 […]

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Why You Need Proactive Customer Service

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

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Why Observation is So Hard to Do and 5 Secrets to Be More Effective

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

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How To Choose The Right Customer Support Model For Your Business

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

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Branding as a Framework for Customer Experience Management

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

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Why You Should Be Focusing on Customer Retention, Not Acquisition

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

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