This article is part one of a two-part series on customer journey mapping. This first article will highlight the necessity of the practice. Customer journey mapping is a tool to holistically improve your customer experience and your bottom line. The companion article will detail ways to develop a practical and efficient customer journey map. What […]
On average it’s cheaper and easier to retain existing customers than to acquire new ones. An increasing number of top executives are refocusing their efforts on toward customer retention. Let’s break down customer churn as well as what to do about it. What is Customer Churn? Customer churn refers to the rate at which customers […]
Regardless of your industry, your customers are your business’ first priority. Aside from bringing in revenue, your customers also give your organization its direction. Through feedback, suggestions, and their behavior, customers give you cues on how you can satisfy their needs. Therefore, it’s fundamental that your customers know that you understand and value them. To […]
There are various call center routing strategies, some of more benefit than others, depending on company specifics. While the advantages of each strategy vary depending on a company’s needs, two fundamental goals remain the same across the board: call center efficiency and increased customer satisfaction. Call Center Customer Satisfaction Call center efficiency and customer satisfaction […]
One of the most important yet overlooked aspects of a call center agent’s duties is after call work. After call work is a common pain point for call centers, and can negatively affect agent efficiency, customer satisfaction, and call center overall level of service if neglected. This article will explore ways that to expedite and […]
This article is part two of a series on the importance of a solid customer engagement strategy for your business’ growth and bottom line. Head here to read part one and learn about the implications of customer engagement. This article aims to provide actionable tips to implement a successful customer engagement strategy. Why you need […]
Businesses, especially of the B2B kind, are always looking for new and genuine ways to connect with their customers. The measure of customer engagement gauges the financial repercussions of customers’ relationship with the businesses they patron. This article will define the concept of customer engagement, and explore its implications for your business’ profitability and bottom line. […]
Many of us spend a great deal of our day simultaneously looking at how to be productive while falling prey to unproductive habits. No one has more power to sabotage us than ourselves. That last sentence seems pretty discouraging, but the upside is that we can flip it on its head with enough dedication. Shedding […]
Sales calls are a necessity for every business. Yet, over the past 20 years the sales process has evolved a great deal and sales people were forced to adapt. Every type of organization has suffered the impact from SMBs to large companies or sales consultants. How sales has changed in the past years For one, […]
Over the past twenty years, an overwhelming amount of studies have conclusively demonstrated that work-related stress negatively affects a growing number of people. Customer service stress is no exception. Every day, customer service industry workers must juggle demands and complaints of varying degrees of complexity, all in a fast-paced, high-stakes environment. As a result, they […]
If you work in customer service, your prime directive is likely to be “yes, and…”. This improv rule-of-thumb serves to foster positive communication by having each interlocutor build upon what was previously said. However, sometimes you’ll find it necessary to stop a train in its tracks and actually come to terms with saying no to […]
Customer retention refers to how successfully a business manages to keep its paying customers. Customer retention means earning customers’ trust and repeated patronage. Why is customer retention so important? An oft-quoted statistic teaches us that improving customer retention by as little as 5% boosts profits by anywhere from 25% to 95%. This is why customer […]
In today’s market, customer service is a huge differentiator. When done right, personalized customer service can do wonders for customer retention and for your bottom line. Today, customer service is carried out over multiple channels and platforms, and is more important to customers’ perception of your brand than ever. Personalized customer service can make your […]
Sortlist, a B2B marketplace, helps large companies connect with agencies to build attractive apps and memorable marketing campaigns. But Sortlist does more than present a list of potential partners, it creates smart-matches that ensure compatibility: Professional soulmates. Founded just 3 years ago, Sortlist now counts Yamaha Motors and Tupperware among its ever-growing registry of clients. […]
The automation of everyday life is not an unusual occurrence: from grocery shopping to the management of our very social life, we smoothly automate a great many tasks. Customer service automation is no exception. As customers become both more tech-savvy and more demanding, their foremost expectation in terms of service is speed. Customer service automation […]
Learning how to solicit and utilize customer feedback is a crucial part of any customer retention strategy. Nevertheless, putting together an effective and useful customer satisfaction survey isn’t as straightforward as you might think. Why an effective customer satisfaction survey matters Learning how customers perceive and interact with your product, brand, and company is invaluable […]
Bad customer service habits can take many forms. Once you’ve recognized that your customer service strategy could use some work, the next step is figuring out which steps to take. Read on to learn how to pinpoint areas of improvement, and how to switch out bad customer service habits for good ones. How to fix a […]
Due to becoming more mobile and more tech-savvy, customers have increasingly high standards when it comes to customer service. The emergence of customer self-service is a reflection of an evolution of customer expectations. Speedy service ranks high amongst these expectations: in a survey by Interactive Intelligence Group, “short response times” ranked higher in importance for customers […]
The phone system for modern business
