Scott Baker — March 8, 2017 — March 8, 2017 There’s no doubt that Customer Support is a noble profession. The entire goal of SaaS Customer Support is helping people be successful, teaching them new skills, and solving their problems. When confused customers reach out with problems they can’t figure out, it feels great to … Continue reading 5 Face-On-Keyboard Moments All SaaS Customer Support Agents Can Relate To
Jana Barrett — March 8, 2017 Follow @_janabarrett— March 8, 2017 You’ve heard it before: It’s much cheaper to retain customers than it is to earn new ones. Data from a Harvard Business School study showed that increasing customer retention by just 5% can lead to a 25-95% increase in profits. But that’s not all. … Continue reading 3 Ways to Increase Retention with Customer Feedback
David Little — March 7, 2017 — March 7, 2017 If you want to grow your bank by acting on individual customer feedback, your success depends upon a fundamental principle—you have to engage and encourage customers to provide feedback. In this regard, we advise our clients to follow the five tenets listed below. Take note … Continue reading Designing a Customer Feedback Survey That Helps You and Doesn’t Annoy Customers
David Little — March 7, 2017 — March 7, 2017 The final discipline of growth banking is all about listening and acting on feedback from your customers. This discipline requires an understanding of measure and metrics. It requires a commitment to closed-loop feedback. And it starts with the decision to either build or buy a … Continue reading How to Define Your Priorities and Build a Plan for Customer Centricity
Chris DiMarco — March 3, 2017 — March 3, 2017 Every contact we have with a customer influences whether or not they’ll come back. We have to be great every time or we’ll lose them. ~ Kevin Stirtz, Strategy Manager (Practical Law) at Thomson Reuters You most likely already have a presence on at least … Continue reading How to Seamlessly Add New Social Channels for Customer Service
Harry Rollason — March 1, 2017 — March 1, 2017 A common debate for brands just starting their Social Care journey, is whether customer service should be delivered from the brand’s primary Twitter handle or if a dedicated service handle should be created. This decision also differs from industry to industry. If airlines or hotels … Continue reading Should You Have a Separate Twitter Handle for Customer Care?
Columnist Chandar Pattabhiram discusses the important of customer retention in an age where switching costs to consumers are low. Chandar Pattabhiram on March 1, 2017 In my last post, I expanded on the concept of the “Engagement Economy,” today’s world where everything and everyone is connected. This world presents a new playing field for marketers … Continue reading The new customer marketing lifecycle in the Engagement Economy
There’s no denying the value of customer feedback. Columnist Loretta Jones shares three tips to make sure you’re getting the most out of your customer feedback programs. Loretta Jones on February 27, 2017 Customer feedback is important. Period. It’s useful for everything from employee training to product improvements to marketing. There’s no denying its … Continue reading Take your customers off mute: 3 tips for customer feedback
Irit Eizips — February 16, 2017 — February 16, 2017 These days, the practice of Customer Success finds itself at an interesting crossroad. The importance and responsibility of the field are growing, yet the budget increases don’t seem to follow suit. At some point, you as a customer success manager might start to notice that … Continue reading Easy Customer Success Playbooks You Can Quickly Automate
Kenny Silva — February 13, 2017 — February 13, 2017 In my last post, I explained why 2017 is going to be a big year for online community-based customer support. Here’s a quick recap: online communities provide a space for customers to find authentic information they can trust in the most efficient way possible. In … Continue reading 3 Ways to Grow Your Business with Online Community-Based Customer Support
