Rohit Viswanathan — March 10, 2020 Your customer service team plays a vital role in keeping clients happy and enabling business growth. From dealing with varying degrees of customer emotions to putting the required effort into solving problems as quickly as possible, it can be a very demanding job. If employees need to perform at … Continue reading How to Create the Ideal Shift Schedule for your Customer Service Team
Deborah Sweeney — February 28, 2020 Small businesses have several forms of intellectual property available to protect their assets. However, if you are new to business it’s possible you may mix up the definitions of these terms and understanding their functions. Not sure what the difference is between the three phrases? Let’s take a closer … Continue reading What’s the Difference Between Trademarks, Service Marks, and DBAs?
Christa Tuttle — January 24, 2020 Once you’ve asked the essential questions and have decided to move forward with a product/service launch, you want to create a plan that has the greatest chance for success possible. Considering that 19 out of 20 newly launched products fail, it’s important to proactively assess your launch from every … Continue reading How to Successfully Leverage a Research Panel for Product or Service Launches
The tool seeks to drive cross-functional collaboration by collecting and analyzing customer-facing employee feedback. Jennifer Cannon on January 8, 2020 Customers — especially end-users — tend to be straightforward with store and customer service staff as well as regular vendor contacts, particularly when it comes to product feedback. That feedback doesn’t always reach the product … Continue reading Collaboration solution from Qualtrics puts customer service employees at the center of customer experience
Sandeep Rathore — January 5, 2020 Having a telecommunication system that fulfills all the requirements of your business communication is a must-have for your small business. And a VoIP (Voice Over Internet Protocol) service helps you with that, at a cost lower than what you might be paying your local telephone provider. What’s more, VoIP … Continue reading 6 Tips to Choose the Right VoIP Service for Your Small Business
However, loyalty may be as much a function of inertia as anything else. Greg Sterling on November 26, 2019 Last year, Yotpo found that 90% of consumers surveyed considered themselves brand loyal, in contrast to the conventional thinking that loyalty was dead. That number hasn’t changed, according to this year’s survey of 2,100 U.S. adults; … Continue reading Brand loyalty remains high at 89%, driven by product and price rather than service
Steve Johnson — November 19, 2019 Follow @sjohnson717 Years ago, I was in the San Francisco airport watching another traveler shuffle a handful of index cards. I instantly recognized the cards as user stories. (In those days, before everything was stored in JIRA, we used index cards—a technique I still recommend to new product managers.) … Continue reading Are Product Teams Just Paying Lip Service to Customers’ Needs?
Veronica Green-Gott — November 16, 2019 Video marketing can be huge for managed service providers. It’s a great way to interact with your target audience and current customers. But all too often, video marketing for managed service providers is niched into TV advertisements or product demos. Little do most IT consultants know, there is much … Continue reading When Should Managed Service Providers Use Video Marketing?
Lead-Generation Service Shows How Much Data Google Home Devices Collect by Laurie Sullivan , Staff Writer @lauriesullivan, October 24, 2019 The data collected from Google smart home and personal devices by either searches, sensors, voice and audio commands or visual cues can be daunting and even downright scary when combined to create a complete picture of … Continue reading Lead-Generation Service Shows How Much Data Google Home Devices Collect
Hutch Morzaria — September 16, 2019 Follow @cxmaster — September 16, 2019 IT service teams have been under continuous pressure about two matters for quite some time now. On the one hand, they must to do more with less. On the other, they need to deliver superior customer service and reduce downtime. We have seen … Continue reading Separating Hype from Reality: Exploring AI in IT Service Management