Thanksgiving is a wonderful holiday in the United States that Americans observe surrounded by family, food and football in honor of the harvest celebration that the Pilgrims held in Plymouth. But as an Australian in the United States, I found myself working that Thursday and searching desperately for restaurants and cafes that were open so … Read More →
According to a study by Forrester, 72% of customers prefer to use self-service support rather than phone or email support. The rise of self-service support has been an interesting one to follow. I feel like it was only a few years ago that we as customers were at the mercy of companies when it came … Read More →
According to eDigital’s Customer Service Benchmark report, customers enjoy live chat more than any other customer service channel. In fact, live chat has the highest customer satisfaction levels, at 73%, compared with 61% for email and 44% for phone. Think about it. There are often times when you have to wait 10 minutes ‘in line’ just to … Read More →
Customer feedback is an essential component in every modern business’ tool kit. In today’s world, we run our businesses in very competitive environments. Your customers have plenty of options and your competitors are always ready to swoop in to steal them away from you. In order to remain a strong competitor, you’ve got to keep … Read More →
What does it mean to go above and beyond? Neil Patel, respected marketer and co-founder of KISSmetrics, says that going above and beyond involves making customers “feel special” and “helping them out even when it may not make sense.” Neil strongly believes that “putting your customers first will help you increase your revenue in the … Read More →
Customer service marketing is a fundamental shift in how we approach customer service and marketing. In the past, these two areas were considered different functions and were handled by different departments. Now, as a result of changes in consumer behavior and a shift towards using customer service as a competitive advantage, companies now need to … Read More →
Improving customer satisfaction starts from within. In a recent survey of the ‘best in class’ companies using Client Heartbeat, we found that one of the seven key drivers for high customer satisfaction is a company’s culture. So with that in mind, how can you leverage company culture to improve satisfaction? That’s the question I want to … Read More →
Most people remember how a company handles their customer complaint. You’ve probably had some good experiences and some bad. But when it comes to actually handling complaints yourself, it’s never an easy task. I always like to revert back to these two common customer service sayings; ‘treat the customer the way you want to be … Read More →
Some companies still don’t understand the value of ‘the customer experience’.
Here are some jaw-dropping statistics to help shed light on why the customer experience can not longer be ignored. Infographic included.
Have you ever lost a customer to a competitor and didn’t know why they left? A customer experience strategy can help you retain more customers and stop them from defecting to competitors. Research by HBR found that companies who skillfully manage and execute customer experience strategies reap enormous rewards. They achieve higher customer satisfaction, reduced … Read More →