customer analytics

10 Facts You Should Know About Customer Analytics

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.  […]

customer service mistakes

10 Customer Service Mistakes to Avoid

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.  […]

enhancing customer experience and customer service

Top 5 Ideas to Enhance your Customer Service and Customer Experience in 2019

2018 has been productive and successful for those companies that made customer service their main priority and invested in it. According to Aberdeen there is a 92% retention among companies with a well-crafted customer service approach. Personalization is the key to success. Each customer interaction should be positive, genuine and focused on treating each engagement as a unique conversation. Customer service will remain a top priority for businesses in 2019. 

[…]

seamless customer experience

10 Secrets of Delivering Seamless Customer Experience

There is no need to wait for your customers to ask for help. On the contrary, you can start assisting them right away when they start their journey. By making customer experience as easy and convenient as possible you will not only increase your customer satisfaction rate, but will also win more loyal customers. This in turn will boost your sales and attract new prospects.  […]

customer support department

How to Build Your Customer Support Department From Scratch

There are no exact instructions for building successful customer support department. However, without a strategy things may fall apart when you do not expect this. In this blog post I would like to tell you about main blocks you need to build when you start your customer support department from scratch or reorganize an existing one. They will help to create a solid foundation for successful development.  […]

customer review

8 Reasons Your Customers Don’t Post Reviews

HubSpot Research found that customers trust recommendations from friends and family over any type of online marketing and advertising your brand can create. Thus customer reviews are important more than ever today. Positive reviews help to create your brand reputation and attract new customers. At the same time negative reviews show how you can resolve issues and handle complaints.  […]

customer experience

5 Tips for Building your Customer Experience Strategy in your Company

Lets first of all define the difference between customer experience and customer service. While customer service just covers communication with customers, customer experience refers to the sum of every interaction a customer has with a business. If you provide excellent customer service, this does not mean your customers will be happy and totally satisfied while interacting with your company. There lots of factors that impact this and cannot be ignored while developing your company customer experience strategy. Here they are:  […]

dealing with difficult customers

Customer Service Survival Cheat Sheet: 10 Phrases that Defuse Any Conflict with a Client

Whatever you say or write will make or break the customer service experience. Not much is needed to start a conflict. However, it may take too much effort to defuse it. Instead of devolving a conversation into shouting and arguing, you can have a fruitful discussion and win loyal customers who will become your brand advocates. Would you like to know how? Here are 10 defusing phrases that will help to avoid conflicts, win more loyal customers and brand advocates.  […]

customer service complaints

Handling Customer Complaints Cheat Sheet

“Statistics suggest that when customers complain, business owners and managers ought to get excited about it. The complaining customer represents a huge opportunity for more business.” ~ Zig Ziglar

However, to convert complaints into opportunities you need to learn how to handle them efficiently. Keep in mind that the main task of the customer support agent is not to make things always right but to show a desire to make them right.  […]