October 02, 2015
No company sets out to be annoying or make it difficult for the customer. Let’s look at how a company can improve on these areas. It’s up to organizations to look within and address these various “pain points” for customers. It’s not about removing all of the pain points, but there is certainly room for improvement within many organizations.
September 23, 2015
Every employee matters when it comes to customer success. While at first blush this may seem like an overstatement, if you pause and think about it, it begins to make sense. Cleaning crews matter. Shipping and receiving employees matter. HR employees matter. Customer-facing agents matter. Executive teams matter. Now, you may ask how cleaning crews matter to the customer experience, but think about it.
September 17, 2015
Customer service is often viewed as simply a “cost center”—a necessary evil. It is outsourced to the lowest bidder with directives to keep costs as low as possible. After all, customer service doesn’t actually generate a profit, right?
September 15, 2015
If improving your customer’s experience is a priority—and we’d suggest that it needs to be—then thinking about the solutions you’re providing your customers is something you’ll want to closely examine. The importance of the solution presented to the customer and the impact it has on the experience cannot be emphasized enough.
September 11, 2015
Whether it’s via social media, comments left on your website, or engagement via live chat, online customer service best practices demand your organization go “the extra mile.” This means unparalleled speed, courtesy, thoroughness, and convenience of reply to your customers – or else you risk losing them to competition who can meet or exceed those expectations.