McKesson exec Rohit Prabhakar’s personal experience gives an added meaning to “customer life cycle.” Barry Levine on March 14, 2016 “Customer obsession” is one of the most popular buzz-phrases, denoting an approach that places customer satisfaction and a great customer experience above everything. The reason: a happy customer can become a loyal customer. Per … Continue reading How “customer obsession” can focus your marketing tech selections
by David Bowen March 10, 2016March 10, 2016 In the classic 1978 HBR article, “Where does the customer fit in a service operation?” Richard Chase described the impact of high or low customer contact on the efficiency of the service production system. The article also posed the question, “What do you, (a service operation), have … Continue reading Where Does the Employee Fit in a Service Operation?
by Andrew Gazdecki March 9, 2016 Follow @biznessappsMarch 9, 2016 Self-service has become the name of the game for the modern consumer. People now prefer seeking answers on the web—it minimizes the interaction necessary to resolve an issue and fits in this era’s mold, moving us toward increased automation and reduced human contact. This evolution … Continue reading How Consumers Are Changing the Face of Customer Service [Infographic]
by Suzanna Colberg February 15, 2016February 15, 2016 Customer service is all about the ability to find creative solutions on the fly. First call resolution is imperative in any customer support role. When it comes to solving a customer’s issues correctly, the ability to troubleshoot is one of the key qualities managers should be looking … Continue reading First Call Resolution: 6 Qualities of a Natural Troubleshooter
by Alexa Matia February 14, 2016February 14, 2016 These days, pretty much everyone is on social media. 73% of Americans have a social network profile. There are many people who find social media to be the easiest way to contact a company or service. In 2013, more than 67% of respondents to a survey said … Continue reading 7 Tips for Delightful Customer Service on Social Media
Predictive analytics, self-service knowledge bases and personalization are turning the reactive interaction into a marketing opportunity. Barry Levine on February 9, 2016 at 7:13 pm Traditionally, customer service has been reactive. You have a question/problem about the product you might buy or have already bought. You walk into a physical store, present your need, get … Continue reading Digital Customer Service Is Becoming A Fully Realized Marketing Channel
by Andrew Breau December 31, 2015December 31, 2015 The world’s online footprint continues to expand at astonishing rates, leaving us with big shoes to fill when it comes to online customer service. This is especially true in the B2C sector, where, as Twitter recently published, tweets aimed at B2C organizations are growing at 50% per … Continue reading Top Tips to Improving Your Social Media Customer Service
by Carlisle Stoup December 18, 2015December 18, 2015 Smack in the middle of the Information Age, we all absorb visual and textual information from several mediums every day. We watch TV, text message, listen to the radio, browse the Internet, play video games, and more. In fact, according to statista.com, Americans spend a mind-boggling average … Continue reading 3 Undeniable Reasons To Serve Your Audience Infographics [Gifographic]
by Christine McHugh November 29, 2015November 29, 2015 My experience in customer service started in middle school, working for my grandparents at their retail gift shop. Subsequently, a stint as a restaurant hostess and then a receptionist at a hair salon led me to managing a chain of espresso carts in Seattle where I enjoyed … Continue reading Leading a Culture of Service
Like it or not, customer reviews are a fact of life — and their impact on your business is huge. Columnist Jeremy Smith explains how you can use this to your advantage to promote your brand. Jeremy Smith on November 27, 2015 Unless you’re just back from an extended stay in some parallel universe, you … Continue reading Are Customer Reviews Promoting Your E-Business Like They Should?
