by Loren McDonald, November 26,2014 As the holiday shopping season shifts into high gear, your customers are going to be sending you a veritable blizzard of signals as they interact with you via email, websites, social networks, mobile apps and customer support. Purchases or purchase intents are major signals, but not the only ones. In … Continue reading Are You Listening For Your Key Customer Signals?
Tag Archives: CUSTOMER
Knowing When to Outsource Your Customer Service Department
Gabriel Bristol November 18, 2014 New entrepreneurs very often have to wear many hats. They may be the person unlocking the office and making coffee in the morning, holding important sales and marketing meetings in the afternoon and then sweeping the floors in the evening. For many entrepreneurs they become so accustomed to being all … Continue reading Knowing When to Outsource Your Customer Service Department
Five Top Tips For Social Customer Service Over Facebook
By Liz O’Brien, Published November 13, 2014 When companies engage and respond to customer service requests over social media, those customers end up spending 20 to 40 percent more with that brand (Source: Bain& Company). Failure to respond via social channels can lead to up to a 15 per cent increase in churn rate for … Continue reading Five Top Tips For Social Customer Service Over Facebook
Voice Of The Customer: Do This, Not That
By Lynn Hunsaker, Published November 14, 2014 Voice-of-the-customer (VoC) is often the start and focus of customer experience management, as well it should be in several respects. It’s about paying attention to “the hand that feeds you.” But stop to think about the customer experience return on investment (CX ROI) implications of this emphasis: By … Continue reading Voice Of The Customer: Do This, Not That
3 Tips For Branding Your Customer Experience
By Jeff Korhan, Published November 12, 2014 The customer experience is a hot topic in business circles these days. I find that interesting because understanding, orchestrating, and naming that experience has always been smart marketing. Once again, what’s old is new again. In many ways your process for delivering exceptional customer experiences is your business … Continue reading 3 Tips For Branding Your Customer Experience
Collect Customer Reviews Right From The Gmail Inbox
The Review Action in Gmail can be used by restaurants, retailers and others to take the friction out of getting user reviews. Ginny Marvin on November 7, 2014 Did you know you can ask customers to submit a review right from their Gmail inboxes? If you’re a Gmail user you’ve probably seen the RSVP dropdown … Continue reading Collect Customer Reviews Right From The Gmail Inbox
How To Ruin A Great Customer Experience
By Dave Brock, Published November 8, 2014 I took my car in to be serviced the other day. The dealership has done a fantastic job in designing a great customer experience. I made my appointment online, it was easy to choose a time that was convenient for me. The day before they sent me a … Continue reading How To Ruin A Great Customer Experience
Latest Trends In Customer Relationship Management (CRM) Programs
By Jodi Beuder, Published November 6, 2014 Wouldn’t it be great if those working in customer-service environments could look into a crystal ball and predict how customer expectations and behaviors were changing so that agent training and software development could co-evolve? While it is difficult to pinpoint exactly where changes will occur, there are … Continue reading Latest Trends In Customer Relationship Management (CRM) Programs
The Social Consumer Study And What It Means To Customer Service Professionals
By Vanessa DiMauro, Published November 6, 2014 “The pen is mightier than the sword,” wrote Edward George Bulwer-Lytton in 1839. Little did he know what was to come with the advent of social media? Around the globe, customers – friend and foe alike – share their experiences using indelible digital characters all across the social … Continue reading The Social Consumer Study And What It Means To Customer Service Professionals
Beyond ‘the customer is always right’: understanding the social shopper
By Mike Saunders, November 05, 2014 The consumer has always been right, but now they are so informed by their peers that they are savvier than ever when it comes to choosing between products, services, and brands. A few years ago, ‘social’ meant Facebook pages and Twitter profiles; today, it’s about involving … Continue reading Beyond ‘the customer is always right’: understanding the social shopper
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