Tracking the right metrics is vital in customer service. Modern help desk software suites provide what can be a bewildering amount of data enabling you to track a multitude of KPIs, but should you? Wasting time, tracking the wrong KPIs, is inefficient and can lead to poor decision-making and wasted budget. Identifying and tracking the […]
Most, if not all, organizations will have a major customer or two. These are the key accounts that have a significant part to play in your business success; potentially ruining your year (or, at the other end of the spectrum, doubling your sales) with a single snap decision. If you thought that customer satisfaction surveys […]
People are managing ever-increasing volumes of daily email messages. When they skim their lists of unopened emails they look at two things, who the emails are from and the email subject lines. Messages which are recognised as spammy, uninteresting or suspicious will be immediately consigned to the trash bin. Busy people do not want to […]
Carrying out retail customer surveys, post-purchase, can provide a wealth of valuable feedback telling you what your customers think about their experience in your store. Surveys can provide valuable feedback on everything including customer service, the products that were purchased, your store layout or maybe other facilities such as the availability of car parking spaces. […]
Customer journey mapping has become a popular and effective way for brands and businesses to visualize, understand and hopefully improve the experiences of their customers. But many are still discouraged from creating these powerful tools due to perceived complexity. This post aims to dispel those fears and get you started with customer journey mapping. What […]
Businesses today understand that success requires truly exceptional customer service. Poor customer service will result in lost customers, bad press and a bad reputation, which can be difficult to fix. But by providing outstanding customer service you create loyal customers who will likely become brand advocates, telling their friends, family and colleagues how great your […]
Acquiring and retaining customers is ultra-important in the highly competitive ecommerce marketplace. Ecommerce stores and other online enterprises are making significant investment in their customer loyalty and referrals strategies, recognising that existing customers spend much more than new customers and new clients referred by loyal customers have a much higher lifetime value. Brand loyalty fosters […]
Providing the very best customer service is what sensible businesses continuously strive for. And since today’s customers are increasingly demanding, communicating via various channels and expecting instant responses, businesses need all the help they can get. Luckily there are a growing number of great customer service apps that help businesses deliver the very best customer […]
Conferences offer a great opportunity to learn new skills, network with industry professionals and find out about new developments in the fast-moving world of customer experience. They are also a great way to get away from your desk for a few days and enjoy yourself. But none of us have the time to attend each […]
Forewarned is forearmed. Monitoring trends and trend forecasts is a great way to mitigate risk and ensure that your customer experience strategies will keep pace with changes. Here are a collection of articles providing some useful insight into what we can expect in 2019. 1 . Forbes Economic Forecast 2018 – 2019 This brief financial […]
We all know that in today’s increasingly competitive arenas it is essential to not only meet our customer’s expectations but to exceed them. We know that our customer’s experiences will most likely have a great influence on their personal networks and their peers. We need all the help we can get to achieve and then […]
Keeping up-to-date with all of the latest customer experience related ideas, strategies, technologies and tactics is challenging. We are in a period of rapid change for customer experience across all industries and these days every business decision needs to be informed by real customer data, including a deep understanding of customer expectations. So we have […]
