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Who are Modern Customers and How to Assist Them

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.  […]

Customer Service Team Performance

10 Tips to Improve your Customer Service Team Performance

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. […]

listening to your customers

Are you Actually Listening to Your Customers?

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. […]

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.  […]

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. 

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customer complaint

7 Positive Facts about Customer Complaints

Not always poor customer service leads to customer complaints. There can be other issues behind this. In fact, according to NewVoiceMedia faced with poor customer service

  • 39% of respondents indicated they’d never use the offending company again
  • 37% would change suppliers
  • 36% would write a complaint email/letter  […]
customer success strategy

How to Be Successful in Customer Service? Top Questions You Should Ask Yourself and Your Employees

Do you know what customers say about your service and company? Do they like you? If you know the answer to these questions, this means you have your customer success strategy and do not need to worry. However, if you have no idea what customers think about your company and customer service you provide you need to change your customer success strategy urgently. In this blog post we outlined the main points you need to consider when rebuilding your company customer success strategy. Here is our checklist:  […]

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.  […]