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We’re sure you’ve had those moments: dreading the need to do business with a company or deciding that you’ll never support them again because their products or their service failed to satisfy you. Maybe your pain points led you to craft the most scathing review you could think of and to tell all your friends… …
The term “customer success” may seem rather strange if you don’t know its background. Here’s a quick history that explains why it was coined. In the 90s and 2000s, companies realised that although their sales were growing, they were experiencing unacceptable levels of churn. In other words, they were losing a lot of customers after… …
If you’re asking this question, you’ve already realised that customer service management is far more complex than the term seems to imply. Customer service management focuses on customer needs, coordinating customer service-related activities across internal departments. It deploys people and technology to serve customers, and strives for continuous service improvement. This article examines how this… …
Great customer experiences matter, but with global customer bases, providing individualised service can be a tough call. As the number of clients you serve grows and routine tasks proliferate, a little help from AI can go a long way. From making self-service simple to helping you with internal tasks that ultimately affect your customers, this… …
Looking to boost your sales and build an even better business reputation than you already have? There’s no need to stretch your imagination when you have customer feedback and ideas to work with. We love to talk about exceeding customer expectations, but most customers would be perfectly happy if you simply met them. Here’s some… …
Looking to use AI in customer service? There’s one vital ingredient it lacks, and that’s empathy: the ability to understand emotions and respond appropriately. This can lead to already-frustrated or angry customers becoming even angrier and more frustrated. If you’ve ever tried talking to a bot and ended up insulting it in every way you… …
It’s something you definitely didn’t want: there are customers who are somewhat unhappy about doing business with you. And that might be putting it mildly! To be fair, no business will please everyone all of the time. Most of your customers are happy campers. The ones who complain are probably the exceptions. All the same,… …
Is your company gaining rave reviews thanks to its superb customer service? Are customers flocking to your door because everyone says you’re the best? If you’re wondering how to improve customer retention, win accolades in online reviews and forums, or gain enthusiastic customer referrals, it’s time to work on your customer service strategy. The final… …
You respect your clients, and you do everything you can to provide them with products that will satisfy their needs, but you and your teams have full schedules. You know that attending to customer needs is a must, but you’re caught between a rock and a hard place. You might divert resources you need elsewhere… …
In the dynamic realm of business, where interactions between consumers and brands shape the very essence of commerce, the concept of customer experience (CX) reigns supreme. From the first spark of awareness to the final disposition of a product or service, every touchpoint leaves an indelible mark on the customer journey. Mastering the art of… …