by Miles Hobson July 15, 2016 Follow @miles_hobsonJuly 15, 2016 You know the old style used car sales routine? The one with all of the stretching of the truth, fake declarations of urgency and pretty poor recommendations for your needs? Yeah, like Danny DeVito in Matilda. Well whether you’ve seen the film or not, he’s … Continue reading How Great Service Can Get You More Sales
by Suzanna Colberg July 12, 2016July 12, 2016 No company wants its worst performers to stick around for a long time. However, for many call centers, this “reverse attrition” problem is exactly what happens. Employees who execute interviews beautifully leave you with the kind of buyer’s remorse even your most bitter customers could only dream … Continue reading Curb Call Center Attrition by Dealing with Poor Performers – Here’s How
by Suzanna Colberg May 28, 2016May 28, 2016 “The most effective customer service is designed to reduce effort at all stages of the customer journey—not just after a sale or when problems arise.” This insight from journalist and market researcher Craig Borowski rings particularly true in an age where digital interaction has become the norm … Continue reading The Rise of Live Chat Support: Is Your Contact Center Ready?
by Nashiha Pervin May 1, 2016May 1, 2016 As a brand and online retailer, do you ever step into your customer’s shoes? And by that I mean, do you ever walk in their footsteps and travel through their online shopping journey? See, if you did, you might be pretty taken back by all the things … Continue reading 5 Ways to Help (Not Hinder) Your Online Customers
by Tricia Morris April 13, 2016 Follow @paratureApril 13, 2016 As any brand or organization that’s implemented a customer self-service offering knows, build it and they will come. But will they be pleased when they get there? Satisfied when they leave? Forrester estimates that an average of $ 22 million is spent annually in unnecessary … Continue reading For Self-Service Success: Focus on Customers First, Not Cost Savings
Columnist Eric Enge recaps the SMX West 2016 keynote by Googler Behshad Behzadi, who envisions a not-too-distant future in which voice search becomes more ubiquitous — and may even replace the search box. Eric Enge on April 4, 2016 On March 1, Behshad Behzadi, Google’s director of conversational search, gave a keynote address at … Continue reading The rise of personal assistants and the death of the search box
by Brad Swezey April 3, 2016 Follow @JustSmallBizApril 3, 2016 Hi. Today’s topic is, “Don’t go to sleep tonight until you can answer this one question about your customer service that your business offers.” Customer service, we all hear about it, we all talk about it all the time. We want to treat our customers … Continue reading Marketing for Small Business – Don’t Go to Sleep Until You Can Answer This One Question About Customer Service
by Vanessa Kirchner-Leida April 2, 2016April 2, 2016 You may be wondering why video is becoming such a popular customer service option. Well, remember the days when the majority of customer transactions and communications were face-to-face? I recall the sincere and welcoming bank teller when I arrived at my local branch to deposit a check … Continue reading Filling the Customer Service Void with Video
Often, successful content marketing relies most heavily on content created by your customers, rather than by your brand. Columnist Rachel Lindteigen explains how excelling at customer service should be part of your content strategy. Rachel Lindteigen on March 29, 2016 If you have customers, then yes, customer service is a big key to your … Continue reading Is customer service a key to content marketing success?
by Robbie Richards March 24, 2016March 24, 2016 Consider this: 89% of consumers have stopped doing business with a company because of a bad experience. AND… 86% will not purchase from a business with negative online reviews. The takeaway? Bad customer service is the fastest way to lose existing customers, and deter potential customers from … Continue reading How Bad Customer Service Affects Your Business [Infographic]
