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“Inside sales” might sound like a new term, but you’re probably familiar with it already. To define this, inside sales means selling products remotely using the phone, email, video calls and other remote channels. It’s a tailored approach that responds to qualified leads or researches potential clients ahead of making contact, and it’s especially effective… …
You may have heard that customer touchpoints are key moments that make or break your ability to make sales and build relationships with customers. But what, exactly, are they? Customer experience touchpoints encompass any and all points at which customers interact with your business. Each of them will form an impression, and the results will… …
All businesses work hard to gain new customers. If they have positive experiences, there’s a good chance they’ll buy again, increasing the returns on your marketing investment. If they’re delighted, they may even start “marketing” your business to colleagues, friends, and family members. It’s the holy grail of customer service, and the returns can be… …
As an actor, your vocal talent is as important as it is for a singer. Your voice is an “instrument,” and just like musicians, perfection comes from training and practice. Articulation refers to the physical way we produce words or sounds, and in acting, being able to control articulation helps you to speak clearly and… …
Does ecommerce distance businesses from their customers? It doesn’t have to if you get Ecommerce customer service right. All too often, however, Ecommerce businesses lose touch with their customers. This guide will look at what you need to do to provide good customer service even though you’re doing business remotely. Before getting started, a look… …
It would be easy to believe that customer engagement is an indicator of how interested customers are in your business, but that would be only half of the answer. The truth is that customer engagement is a relationship, and as such, it’s a two-way street. In short, your customers won’t be interested in you if… …
As people, every single individual is unique. But as customers, some people share specific histories and sets of intentions. Knowing who is who helps you to give them what they expect or, better yet, offer them something they didn’t expect but definitely want. Sounds like a conundrum? Let’s take a closer look at different types… …
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… …