Posts Tagged ‘Customer Service’
Word of Mouth Works: A Different Perspective
Everybody knows that word-of-mouth is a major component of customer satisfaction. Most everybody thinks that most word-of-mouth is negative. There has been some interesting research done lately that gives a different perspective of word-of-mouth. A shopper survey performed by Brick Meets Click suggests that positive experiences may occur more frequently than negative experiences. They asked…
Read MoreAre You Planning to Get Engaged?
Whether you are single or married, you may need to get engaged this year! According to a Gallup Study on the State of the American Workplace there is a definite link between employee and customer engagement to customer growth and even to EPS. When Gallup examined engagement by job position, they found customer service employee level of…
Read MoreThe 6 Most Important Reasons You Need Social Media Monitoring and Customer Service
Social media channels have taken over as the main platforms for your customers to express their views on a particular product or service. Any experience, be it good or bad, gets shared on social media almost instantly. As such, you may have to deal with that experience being publicized to many of your customers or…
Read MoreHow to Overcome Brand-Killing Customer Service Glitches
Most of us have experienced them… customer service glitches. Those nasty technological boo-boos that make us want to scream! Now, place yourself in your customers’ shoes experiencing those glitches with your business or organization. Ouch. No matter the size of your organization, if you use technology to serve customers, then glitches can happen. And, most of the…
Read More7 Tips to Deal with Unhappy Customers
No one likes to receive a complaint—but complaints are worth their weight in gold if an organization learns from them and then uses the information to improve the customer experience. Customer complaints can be used to build a better customer experience and turn a dissatisfied customer into a raving fan. A good response to a…
Read MoreDealing with an Upset Customer
Understand that most problems are a good sign. Problems indicate that progress is being made, wheels are turning, you are moving toward your goals. Beware when you have no problems. Then you’ve really got a problem… Problems are like landmarks of progress. ~Scott Alexander My life partner and I went out to a restaurant the…
Read MoreDo You See What I See?
Some time ago, I wrote a post generating a lot of interest titled “Have You Called Your Office Lately?” The post centered on the fact that we must experience what our customer does when calling our business in order to determine if any changes are needed. Another critical activity is walking around our own business…
Read More7 Ways Customer Surveys Can Grow Your Conversion Rate
When you create a survey with a specific goal in mind, your number one priority is, naturally, to achieve that goal. Businesses on the Internet are highly dependent on traffic and unique visitors who access the page. The key to achieving those goals that you are ambitiously trying to reach lies in the conversion rate…
Read MoreWhy Excellent Customer Service is Essential to Startup Success
According to the book “Leading on the Edge of Chaos” by Emmett C. Murphy and Mark A. Murphy, 68% of customers leave a business because of bad customer service. That is an astonishing number when you consider that dissatisfaction with the product or service that the company provides accounts for only 14% percent. This means…
Read MoreEmpowering Employees
I have set a goal to read (or re-read) 1 business book every 2 weeks. I recently reread “Customer Mania!” by Ken Blanchard since it is the story of how YUM! Brands—owners of KFC, Taco Bell, Pizza Hut, Long John Silver’s and A&W Restaurants in the US—is building a Customer-Focused company. I was rewarded by…
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