Jeremy Geadrities December 22, 2014 What is your current employee retention strategy? If you cannot immediately answer the question, or at least begin envisioning your current organizational approach to employee development, then we’ve already identified a core reason why you are continually hiring customer service representatives. Hiring exceptional customer service representatives results in (you … Continue reading Representative Retention: Control Your Customer Service
Gap between CMO rhetoric and actual consumer experience on full display. Greg Sterling on December 22, 2014 One of the major buzzwords in retail is “omni-channel.” The notion behind that overused term is the delivery of a consistent brand and shopping experience across channels: online, mobile or in store. According to the omni-philosophy, traditional retailers are supposed to be breaking down the … Continue reading The Opposite Of Omni-Channel: Target’s Ecommerce And Customer Service Failure
Jamie Teasdale December 21, 2014 It only growing more important to be different and engaging on social media, yet we have all received responses such as: Thank you for following. Thanks for the RT. Unfortunately, it is not uncommon to receive a robotic response from a company that you know is made up of … Continue reading Keeping It Real: Responding Like A Human
Vishal Pindoriya December 21, 2014 Since we recently brought you some examples of how many major brands are getting customer service right using social media, it only seemed fair to show you the flip side of that coin. After all, in reality there are more brand getting it wrong than right, and that’s … Continue reading Worst Practices For Social Media Customer Service
Vishal Pindoriya December 20, 2014 There’s no question that using social media for customer service is something that every company should be doing. We recently highlighted 10 ways that you can use customer service to improve your company’s customer service through social channels, so if you need some more good ideas after this you … Continue reading How These Top Companies Are Excelling In Social Media Customer Service
David Waring December 18, 2014 Ordering products online has become the standard for many consumers today, which is why many business owners are now trying to capitalize on this trend by opening their own ecommerce sites. If you are considering opening an ecommerce site and are not sure exactly what to look for, here are … Continue reading How To Choose An Ecommerce Solution
Ruxandra Mindruta December 4, 2014 With social media firmly established as the most popular web activity amongst mainstream users, consumers now make their purchasing decisions in a dramatically different way to how they did just a few years ago. Consumers share, advise, review, complain and compliment brands regarding their customer experiences across the web … Continue reading 6 Ways to Boost Your Customer Service on Social Media
Fernando Florez November 26, 2014 Many different factors can influence landing page conversion rate optimization. While there are best practices for the basic elements such as calls to action, layout and colors, these can vary depending on your industry and the goals of the page. Most websites have landing pages, but it takes some … Continue reading Become a Landing Page CRO Expert
by Loren McDonald, November 26,2014 As the holiday shopping season shifts into high gear, your customers are going to be sending you a veritable blizzard of signals as they interact with you via email, websites, social networks, mobile apps and customer support. Purchases or purchase intents are major signals, but not the only ones. In … Continue reading Are You Listening For Your Key Customer Signals?
Susan Poirier November 25, 2014 Earning a new client takes hard work, effort, and a real understanding of their needs and desires. A couple of posts or knowing your own value isn’t enough. You need to actually demonstrate your expertise, gain trust and validate your ability to solve their most pressing problems. SERVICE … Continue reading Winning Service Wins Clients
