While businesses started opening back, this does not mean everything will be again as usual. To survive, brands will need to adapt their customer experience to changes in shopping behaviors. There is no going back to how it was anytime soon. The resent McKinsey research shows that consumers prefer stay-at-home purchases and do not hurry… Continue reading How to Provide Effortless Customer Experience During the Pandemic?
People got used to make online shopping whenever it is convenient for them and expect to receive fast and efficient customer service. According to the State of Chatbots Report, 2018 55% of respondents say they would most enjoy getting an instant response and answers to simple questions from a chatbot. This allows them get an… Continue reading Chatbots: their Advantages and Disadvantages
“Customer service is not a department, it must be practiced at all levels of the company” – Shep Hyken When I started my first job as a customer service representative, I had to follow strict policies and had a long list of instructions. Just a few companies focused on creativeness in customer service at that… Continue reading How to Achieve Creativeness in Customer Service
Every modern business no matter their size is turning head towards customers. The main goal is making a customer central to all business policies as well as processes. However, customer centricity does not mean just making customers happy. This is about changing and improving company’s bottom line and focusing on customer needs during the whole… Continue reading Happy Employees Make Happy Customers: How to Achieve This
Sometimes working in customer service may seem extremely draining. However, if everything is managed right it may become one of the most exciting and gratifying jobs. Whenever your customers complain you can see this as an opportunity to improve. In case of angry customers, you have a chance to test your communication and listening skills… Continue reading 10 Customer Service Quotations for Positive Thinking
Positive thinking is important as well as customer service phrases and words we use. According to Microsoft 96% of consumers across the globe say customer service is an important factor in their choice of loyalty to a brand. Thus it is important to win customer’s trust while assisting them and solving issues. This strengthens relationship… Continue reading 10 Customer Service Phrases that will Save your Day
Mistakes happen even to the best of us. However, what are you going to do about it? First thing you need to apologize to your customer. Yet, this is not enough. A sincere apology will not save your client relationship. It will just help you make the first step toward sorting things out. In this… Continue reading How to Save Customer Relationship when you Made a Mistake
Every time your customers interact with your company you can collect their feedback and take advantage of it. Customer feedback is a valuable source which will help you improve not only customer experience but also your products or services. Your users definitely know what they want and they will be glad to share their ideas… Continue reading 6 Tips on Asking your Customers for Feedback
Customer service and marketing have more in common than we used to think. While marketing department focuses on bringing new customers, the main task of customer service department is to retain them. According to Kolsky 11% of customer churn could be avoided if the business simply reached out to the customer. Moreover, statistics by Gartner… Continue reading How Customer Service and Marketing can Work Together
“Customer service is not a department. It is a philosophy to be embraced by every employee – from the CEO to the most recently hired.” – Shep Hyken For any customer-centric company any employee should understand the real importance of customer service and their role in it.