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
Dilawar SyedMarch 20, 2015 Companies that are truly customer-focused make it as easy as possible for people to interact with them. Today that often includes having a presence on social media. Though many companies have set up their social presence, not every company is using social media effectively. Too often brands focus their social media … Continue reading Three Ways To Improve Your Social Media Customer Support
Ruxandra MindrutaMarch 19, 2015 Today’s consumers are greatly empowered. With access to review websites, social platforms and blogs, buyers can now make better informed shopping decisions based on opinions or feedback from fellow consumers. Social networks like Facebook and Twitter have become platforms of choice for customers seeking assistance or looking to make a complaint. … Continue reading Research: Do Brands Live Up To Customer Expectations On Social?
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
VerticalResponseMarch 16, 2015 When sending emails to your current and potential customers, it’s important to remember that not every point of contact should be a push to sell your products or services. Building business relationships starts with building trust from the very first email. So, how do you build trust? By respecting your readers’ time, … Continue reading Build Customer Trust by Sending These 6 Emails
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
Lincoln MurphyMarch 14, 2015 Ask a group of 10 people to define “Customer Success Management” (CSM), you’ll get 10 different answers. But for our purposes here, I’ll define CSM as the practice of using data and systems to proactively help your customers achieve success with your product or service. And in today’s subscription-based, recurring-revenue business … Continue reading 13 Tips for Upsells With Customer Success [Infographic]
Business.comMarch 13, 2015 We’re living in an advanced world, where people are becoming more accustomed and accepted in cloud-based technology, and are willing to send payment details digitally in order to make a purchase. As a result, a record amount of online orders have been issued, and businesses and marketers are putting more focus on … Continue reading Customer Reviews: The Secret Sauce For Your Website
