Bob HutchinsMarch 2, 2015 When it comes to customer service on social media, there are brands that get it…and those that don’t. The brands that truly excel in social media customer service know that response time is everything. But just how fast is “fast?” And what happens when a customer isn’t satisfied by your response? … Continue reading The Top 3 Problems With Customer Service On Social Media [Infographic]
Anneke SteenkampMarch 1, 2015 Perfection doesn’t exist—but some people just happen to possess the characteristics that make them more suited for playing the role of customer support agents, while others just don’t. So what is it that makes these “perfect”individuals different? What are the traits that make them the ideal candidates when dealing with other … Continue reading 5 Traits Of The Perfect Customer Service Employee
Christopher BrownFebruary 28, 2015 While surveys are useful at collecting information on customers and how they feel about certain interactions, products or services there are other ways to gain meaningful insights. First let’s define what we mean by customer insights: Customer Insights Defined: a deep understanding of a customer’s needs and behaviors—both known needs that … Continue reading How to Generate Customer Insights Without Another Survey!
Vanessa DiMauroFebruary 28, 2015 Every marketer from Boston to Bejing seems to be focused on something called the “customer journey.” A Google search on this two-word phrase returns over 627,000 results. It’s one of those “Eureka!” moments – organizations realize buyers start researching a firm’s products and services long before they reach the point of … Continue reading Joining the Customer Journey Using Online Communities
John CrayFebruary 25, 2015 Improving customer service is obviously the main reason companies use omni-channel contact center applications, but what’s less obvious is how companies can create environments and offer services that truly enrich the customer experience. A look at three key trends shaping the contact center industry in 2015 is one way to see … Continue reading 3 Customer Experience Trends To Watch For In 2015
Jason DeaFebruary 21, 2015 What would you say if I told you that one simple marketing tactic could help boost your online sales by nearly 10%? As far as marketing tactics to try, I’d say that’s not too shabby. So what is this mythical marketing tactic? Well it’s not mythical at all, nor is it … Continue reading A High-Octane Customer Referral Program Example
Gaurav AgarwalFebruary 21, 2015 Is your B2C brand planning on launching an ecommerce store? Or do you already have one, but aren’t seeing the expected performance. Read on for an awesome online tool to boost your strategy and kick start sales! The first thing that you need to do is set out your Online Marketing … Continue reading Understand Customer Buying Behaviour in Retailing & Plan Digital Marketing Strategy
Lauren LicataFebruary 18, 2015 As a small business owner, you likely don’t make a profit the first time a new customer walks into your business and makes a purchase. You make your money when they come back, and even more when they return again and again. Remember that repeat customers tend to spend 33 percent … Continue reading How Much Should Small Businesses Spend On Customer Acquisition?
Ben PuzzuoliFebruary 17, 2015 Each year Software Advice speaks with thousands of small business professionals that are seeking customer service solutions. Recently, they analyzed a random sample of 385 small businesses to find out the most common reasons for customers wanting new customer service and support (CSS) software, as well as the features that they … Continue reading What Customer Service Software Buyers Look Like
Tracy McAvoyFebruary 6, 2015 There has been a lot of hype around social media and how it could become a premiere channel for servicing customer requests but we’re not quite there yet according to a recent survey Call Centre Helper ran on behalf of our company which incorporated results from over 100 contact centre professionals. … Continue reading Customer Service Teams Have Low Expectations For Social
