• Why The Mobile Customer Experience Is Important: 5 Reasons

    Why The Mobile Customer Experience Is Important: 5 Reasons Eighty-four percent of CIOs at customer-centric companies focus on the mobile customer experience. Why? Because more than 50% of all U.S adults now have a smartphone device and a whopping 76% of millennials rely on their mobiles to find information and solve problems. Today’s customers have different expectations than

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  • Can Live Chat Improve Your Customer Experience?

    Can Live Chat Improve Your Customer Experience? 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

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  • How To Improve Customer Satisfaction Just Like R & G Technologies

    How To Improve Customer Satisfaction Just Like R & G Technologies R&G Technologies improved customer satisfaction by 15% over a 12 month period which has helped them retain more customers, build more customer advocates, and grow their business. Without disclosing the actual numbers for each of these benefits, I thought to myself, I really need to write

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  • How Do The Best Companies Deal With At-Risk Clients?

    How Do The Best Companies Deal With At-Risk Clients? Everyone deals with losing a client differently. You might get a sick feeling in the stomach, you might tear your hair out or you might even scream out loud. But what if you could predict if a customer was unhappy before they left or cancelled their contract?

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  • Is Consistency The Secret Ingredient To Customer Satisfaction?

    Is Consistency The Secret Ingredient To Customer Satisfaction? Consistency is the key to customer satisfaction. A study of 27,000 American consumers by McKinsey & Company has found that a consistent customer experience across the entire customer journey will increase customer satisfaction, build trust and boost loyalty. Coauthors of Outside In: The Power of Putting Customers at the Center

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  • Customer Service Marketing: 4 Strategies To Help You Create A Competitive Advantage

    Customer Service Marketing: 4 Strategies To Help You Create A Competitive Advantage 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

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