Results for : customer service

How do customer touchpoints drive marketing strategies in a competitive environment?

What is a customer touchpoint? Imagine this—you leave by car from your home in Boca Raton. Your destination? A hotel in Miami 50 miles away. You stop off at two service stations along the way for gas and refreshments. Once in the city, you visit the zoo, the beach, attend…

Do You (Really) Have a Customer Experience Strategy?

If the C-suite asked to see your customer experience strategy, what would you share? Do you have a cohesive game plan, or do you have a bunch of mismatched spreadsheets from various customer touch points? If this thought brings panic, don’t worry—not everyone really has a customer experience strategy. Econsultancy…

The Benefits of Providing Multilingual Customer Service

Today, more businesses are allocating resources to improve customer experience. And rightly so. In Statista’s 2018 survey among U.S. customers, 44 percent of respondents stopped doing business with a company because of poor client support. And according to NewVoiceMedia’s 2018 Serial Switchers report, poor customer support is costing companies $75 billion annually.…

How to Make Your Customer Communication More Humane

Everywhere you look, you'll find a radical shift in the way brands are communicating with their customers. Fundamentally speaking, the communication tone, business strategy, and user experience have evolved from being "Product- & Feature-centric" to being "Customer-first." Here's why: According to Forbes, "Brands that have superior customer experience bring in 5.7…

Digital Customer Experience Management – The Latest Sales Enablement Function

If anything is trending more than customer experience today, it's all things digital. It's no surprise, then, that digitial customer experience management generates plenty of attention. From CX to DXM, you can be forgiven for missing out on one or two acronyms -- but you can't miss the benefits of…

How to launch a customer service feedback survey

The quality of your customer service has a huge impact on the experience of your customers. Follow up customer service interactions with direct, timely questions and you'll get the answers you need to improve your CX.   Here's how:  

How WFH Will Boost Your CX

How can you equate the current supply and demand market with the shut-down environment in today’s COVID-19 pandemic? Foremost, most businesses don’t stop; they pivot. Progressive companies take advantage of a work-from-home model that is boosting customer services while reassuring their customers that "business" is happening, albeit in a novel…

Why Customer Service Experience and Total Customer Experience (CX) work together in a competitive environment

Let's get a common misunderstanding in this conversation out of the way. The Customer Service Experience is a primary subset of Customer Experience but is not the whole deal. CX covers a range of activities that extend beyond the topic of Customer Service. We often equate the two because, in…

Is your Customer Service Training Keeping Up With Customer Expectations?

Customer service training can’t remain static. While there are constants, yes, your training efforts need to evolve with changing customer expectations, too.   Happy customers buy more, remain brand loyal, and provide valuable word-of-mouth referrals. So, businesses today, regardless of the industry, know the importance of customer service training. But…

CX Success in the Gig Economy

Looking to get out of the office and work directly with the public but not sure about a long term commitment? The gig economy might be the best next step for you. Workin’ It  First, find your joy and do your homework. Research customer service opportunities in your chosen fields…

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