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3 Dumb Things You Should Never Say to a Complaining Customer
Let’s be honest. It’s tough to hold yourself together when a customer is upset and complaining. There’s a natural tendency to get defensive and say things on the spur of the moment.
Decrease Churn by Improving Your Customer Retention
According to Bain & Company, keeping an existing customer is six to seven times cheaper than acquiring a new one. Getting new customers takes time, effort, and most importantly, money.
Hyper-Local Customer Service
One path to business success is the ability to quickly recognize trends. I’m pointing out a trend in sales and service that your business might be able to capitalize on.
Understanding Priorities to Improve Customer Service
Yesterday I experienced one of the most common missteps of good customer service—ignoring customers to attend to “organizational” priorities.
Show Your Customers That You Care
I think that the trust goes far beyond trusting your brand promise or trusting that your product will perform. No doubt that’s part of the equation but I think it’s more than that.
The State of Customer Loyalty in Small Business
A joint study of approximately 900 small business owners presents an interesting insight into what small businesses are doing in the world of customer loyalty.
Always Go the Extra Mile
Customers reward companies that are seen to go the extra mile—even if they don’t personally benefit from that effort. In fact, customers are willing to pay more for a product, frequent one store rather than another, and, in general, have a more positive impression of a company or brand that is perceived to put in more effort.
An Opportunity to Walk in the Customer Support Center’s Shoes
Even if it’s not a full-time practice like Olark, consider giving all employees the opportunity to handle some of the customer support. It could help everyone understand just how important their roles and responsibilities are to the customer experience.
Communication with Your Customers
Communications are so important to each and every business. Most issues with communications are easy to fix, but you first need to be aware of the problem. Then you need to act on it.
The Loyalty Impact of Kiosks
Kiosks are one form of self-service technologies that are being introduced into the marketplace. We’re seeing that self-service technologies can change the way customers act.
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