A BrightLocal survey found recently that positive customer reviews make 73% of customers more likely to trust a company more. So, getting more positive online reviews for your company and brand is vital. How do you do that? Here are the most effective ways to obtain great online reviews for your business: Ask The Buyer […]
Customer Service
Get These Ingredients for Great Customer Service
Great customer service isn’t just about one thing. It takes a combination of things, covering all different aspects of your organization, to deliver that amazing experience every time. While the exact mix might be a little different from one organization to the next, there are some common ingredients that you have to get right if […]
Customer Service is Not a Cost Center
There’s often a temptation to think of customer service as a cost…the cost of spending time talking with customers, the cost of providing extra service, the cost of providing feedback channels. But if you’re really doing it right, customer service should not be seen as a cost center. It should pay for itself, and then […]
Stop Delighting Your Customers
How would you define marketing? Christian Grönroos, Professor of Service and Relationship Marketing at the Hanken School of Economics, has a thoughtful take. In his paper (Defining Marketing 2005) he states that marketing revolves around customer relations, where the objectives of the parties involved are met through various kinds of exchanges. At first, it sounds […]
Customer Service Automation: Is It a Smart Investment?
Today, automation is everywhere. From social media to grocery shopping, you have multiple ways to automate many facets of your day to day activities. Automation in customer service is no exception. As customers are becoming more demanding and tech-savvy, customer service and sales automation are growing. Not only does it make the process faster, but […]
4 Ways to Improve Call Center Customer Service
90% of clients place a high premium on customer service when determining which brands to support. Delivering the service customers expect, however, is sometimes easier said than done thanks to increasing client expectations. 55% of consumers expect more from companies year-on-year and are quick to drop brands that don’t deliver. Is your call center delivering […]
3 Main Differences Between Customer Service & Customer Support
Customer support and customer service both play key roles for businesses to provide a great customer experience. They foster more recurring revenue, word-of-mouth referrals, and customer loyalty when executed properly. Customer support and customer service are also often used interchangeably. The customer retention rate in businesses can be hugely impacted by both of them. However, […]
When Does Your Audience’s Customer Experience Begin?
Do you consider each department within your business to be part of the customer experience? In 2007, Harvard Business Review said, “Customer experience is the internal and subjective response customers have to any direct or indirect contact with a company. Direct contact generally occurs in the course of purchase, use, and service and is usually initiated by the […]
Leveraging The Customer Loyalty Pipeline While Going After Failed Payments
A lot of small businesses rely on repeat customers to stay afloat, and many of those repeat customers have accounts that require monthly billing. Unfortunately there are a lot of factors that can lead to those customers having failed payments, from insufficient funds to moving to changing banks. Life gets in the way and oftentimes […]
What’s Important To Your Customer?
We know our solutions have to create value for our customers. The challenge, however, is making sure that value we create is important to our customers. Too often, we focus only on the cost of our solution. We compete on the basis of price, too often making sure our price is less than those of […]
