Let’s face it. Sometimes an investment or a culture change supporting customer service is a hard sell to the CEO and the C-suite. So to help make the case, here are six things every CEO should know about the importance of customer service: 1. It’s a challenging role. Customer service agents deserve a lot of …
6 Things Every CEO Should Know about Customer Service Read More »
This was the question which came to mind last week when discussing with a chief executive about how he could improve customer satisfaction. The challenge his organisation is facing is that 18% of customers say that they wouldn’t use the services of his company again. Of course, from a positive perspective, that does mean that 82% …
Do you need to be ‘friends’ with your customers in order to succeed in business? Read More »
Leading CX Priorities for 2015 Are Projects Aimed at Improving Consistency Across Channels and Acting as “One” Unified Organization Organizations have changed their customer experience (CX) priorities for 2015, according to a recent survey by Gartner, Inc. The survey took place in January 2015 among Gartner Research Circle Members, a Gartner-managed panel composed of IT and business …
Gartner Says Organizations Are Changing Their Customer Experience Priorities Read More »
A Deloitte apresenta a lealdade de diversos tipos de pessoas ao desporto, bem como o que isso representa em termos de gastos com a equipa. Sem ser necessariamente o mesmo que se passa com a lealdade aos produtos e serviços das empresas, temos aqui boas pistas para o nosso dia-a-dia:
In traditional brick and mortar stores, customer service typically entails a lot of face-to-face interactions comprised of a welcoming tone, a genuine smile, thoughtful responses, and helpful gestures. On the other hand, businessmen venturing into the online retailing industry are unable to deliver this kind of personalized service, considering that they operate on a virtual …
9 Tips to Achieve Successful Online Customer Service Read More »
Customer service should always stay top of mind. And there’s no better way to get the inside scoop than by understanding the stats and trends affecting the industry at large. Here are 8 interesting stats to get you thinking about customer service: 1. Through 2018, the lack of support in mobile applications will lower customer …
Traditional loyalty programs haven’t been attracting customers for the reasons companies think. Consumers evaluate providers foremost on the experience that company provides, more so than on the company’s loyalty program, or even its products or services. It’s time for companies to acknowledge that loyalty is neither permanent, nor under their control. Companies don’t “own” loyalty; …
A company is all about people, when we take people out of the company we just have a building with a lot of stuff in it. People create the company and as individuals we live from our paradigms, everyone with his of her own truth and logic. Our paradigm controls our logic because we are …
How do customers perceive your corporate culture? Read More »
When it comes to running any successful business, customer acquisition (while important) is really just the tip of the iceberg. Invariably, the brands that ‘win’ are the ones which are able to develop long, lasting and engaged relationships with their customers, characterized by significant brand loyalty. But how do they do it? Every business is …
4 Brands With Phenomenal Customer Loyalty and Engagement Read More »
