Modern customers are the most demanding customers businesses have ever had. They know that they are kings and are aware of competition on the market of products and services. They have a wide choice and are a couple of clicks away from purchasing whatever they need. It is not easy to win loyalty of such customers as the main differentiator for them is the experience they receive and the quality of customer service. […]
With spring in the air everyone wants to change something not only at home but also in life and business. It’s time of thorough cleaning and exploring new opportunities. Together with nature people wake up and start preparing to spring holidays or planning their vacation. It’s time for your business to boost. […]
Various surveys and feedback from customers can really help improve your products or services as well as customer experience level. However, do you really pay attention to all details your customers provide you? Or you just collect feedback because your competitors do? In fact, a Walker study found that by the year 2020, customer experience will overtake price and product as the key brand differentiator. An ability to listen to your customers and develop really customer-centric company culture should be your main priority if you wish to stand out from competition. […]
Personalization together with a friendly and natural tone are key to the great live chat experience. While chatting with your customers online only your conversation tone can make the right impression and either create memorable customer experience or end the interaction on a negative note. However, not only words and phrases you use matter, your chat window should have a user friendly design and work from any device. Let us examine a couple of cases which will help to set the right live chat conversation tone. […]
Your customers chose your brand and products. However, something gets in the way of the perfect relationship they want. According to Yotpo 51% of consumers said poor product/quality might lose their loyalty and 23% said poor customer service. At the same time 80% of consumers say they are more likely to do business with a company if it offers personalized experiences. In this blog post we will sum up what creates customer loyalty and share top reasons your customers don’t love you. […]
Your customers are the reason why you are still in business and your main task is to provide them excellent customer service and make their experience with your brand smooth and pleasant. Experts always say that customer is the king and customer service is one of the key aspects that will affect a sale, and it’s especially true for smaller businesses. In our previous posts we have already touched this topic and today would like to talk about repeatable phrases which can enhance your personal replies and make providing great customer service easier. Here we have put together a list of phrases that will improve your live chat customer service. […]
Dealing with angry and disappointed customers is part of any customer service workflow. Not always customers are happy and satisfied. Sometimes we have to face frustration and disappointment. What to say to angry customers and how to deal with them should know any customer support agent. This skill is must have for any person who works in customer service. In this blog post I would like to share most powerful words and phrases which will help to deal with angry customers and defuse any conflict. […]
Customer analytics are essential for improving customer experience across all channels. If your goal is to approach your business from a customer-centric perspective you need to know who your customers are, what they do on your website, where they experience issues ad what kind of content they expect to see. No matter how good your customer service is, you should constantly improve it. Customer analytics will give you insight into the customer experience and help to improve it based on various customer data. The following facts will explain why customer analytics really matter. […]
If your customers were not satisfied with the customer service provided they will unlikely return. Moreover, they can spread the word among their friends about your brand’s failure. It is not always necessary to attract your customers by offering them various bells and whistles. Instead, you can win their loyalty with help of awesome and memorable customer experience. However, the way to it is rocky and full of obstacles. Even one negative experience will be enough to spoil your brand reputation. In this blog post I would like to tell about most popular customer service mistakes brands make and how to avoid them. […]
Providing positive retail customer service is vital today. This will not only help you stand out from the competition but also attract new customers who came to you because of positive reviews or word of the mouth.
Definitely customers expect quick, accurate and efficient retail customer service. However, they also want to get positive human approach no matter where they purchase – online or in-store. Today customer service has become a key differentiator for many businesses who decided to invest in improving customer experience. Their customers stay with them and demonstrate loyalty not only by making repeat purchases but also by sharing positive reviews.