Suraj KumarMarch 23, 2015 User experience includes meaningful and valuable human-computer interaction with practical and experimental aspects. It also includes the user’s perception such as ease of use and efficiency. The user experience is subjective up to a certain degree with respect to the knowledge of the user. Here are 10 Bad User Experiences: Poor … Continue reading Diagnosis: Bad User Experience on Websites
Shira AndersonMarch 23, 2015 To Americans of a certain generation, the words “coffee shop” generate two immediate associations. The first is the Seattle-born coffee giant Starbucks. The second is a (mostly) fictitious coffeehouse in Greenwich Village, where Rachel Green might accidentally serve you espresso instead of Earl Grey in an oversized ceramic mug. Starbucks and … Continue reading 5 Things SMBs Can Do Better Than Starbucks with Customer Loyalty
Brian BasilicoMarch 21, 2015 Which One Of These Things Is Not Like The Others? Santa Claus, Leprechauns, the Easter Bunny or the Ideal Customer. Obviously, the first three have holidays associated with them, so why does the ideal customer not have a holiday? Because every day is ideal customer day! My guess is that you … Continue reading Finding Your Ideal Client — Myth Or Mastery?
Chow Li YingMarch 21, 2015 It’s hard to decide between the carrot and the stick when it comes to managing a customer service team.While it may be tempting to take on a authoritarian approach in handling your chat agents, sometimes the stricter regime doesn’t always guarantee greater success. In particular, the question of whether it … Continue reading Agent Autonomy: Choose The Carrot, Not The Stick
Richard ShapiroMarch 21, 2015 If I go into a pet store, I expect the people working there to love animals. That makes sense to me. Taking care of dogs, cats, birds, and fish can be fun but there are chores involved. Cleaning out a cage or bathing a dirty dog requires passion. When a pet … Continue reading Hire People Who Are Passionate About Customer Service
Nearly half of search-generated calls were from existing customers. Greg Sterling on March 20, 2015 A fascinating new report from Marchex analyzed 1.8 million calls to compare the performance of different mobile ad channels in driving new sales prospects in the Financial Services and Insurance categories. The ad channels examined were directories, search engines, Marchex’s … Continue reading Report: Mobile Display Ads Outperformed Search In Delivering New Customer Calls
Tom CarpenterMarch 18, 2015 As brands, we didn’t use to have to worry so much about a bad customer experience “making the rounds” and damaging our image. Pre-Twitter, pre-Facebook and pre-Every-Other-Social-Media-Platform, how many people could an unhappy customer reach with a negative message about you, anyway? Research puts that number at somewhere between 9 and … Continue reading 3 Social Media Steps Turn a Bad Customer Experience into Positive PR
Anneke SteenkampMarch 15, 2015 If you don’t implement it right, Twitter, like most other business strategies, can backfire and become detrimental to your customer service. In recent years, customers have flocked to social media platforms in expectations of prompt responses to their complaints. On these online platforms, not only are they able to voice their … Continue reading No No’s For Dealing With Customer Care On Twitter
Dave HubbardMarch 14, 2015 Social is inevitable, resistance to technology adoption is futile, and as soon as Millennials become a dominant generation in the workforce, we too will be permanently attached to our video-enabled network-connected smartphone, if we’re not already. However, in the meantime, we have revenue to generate and we’re struggling to demonstrate real … Continue reading Improving Customer Experience: Social Marketing versus Social Sales
Business.comMarch 13, 2015 Money can’t buy you love, but you need to feel (and keep) the love of your clients in order to make money. Below is a list of recommendations to help your small business flourish and maintain the client relationships you have worked so hard to build. Hint: Communication is key! Developing Client … Continue reading How to Develop and Maintain Client Relationships
