Essential Customer Service Skills for Your Employees
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Essential Customer Service Skills for Your Employees

Great customer service is vital to all businesses. It’s therefore essential that people employed in customer service roles have the necessary skills. Customer service involves everybody in your organisation who has contact with your customers,…
Getting the Best Survey Mix for ISO 9001 / ISO 10002 Customer Satisfaction
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Getting the Best Survey Mix for ISO 9001 / ISO 10002 Customer Satisfaction

The latest international best practice on customer satisfaction from the ISO standards body builds upon work started more than 30 years ago. A lot has changed in that time, though many principles remain the same: happy customers are worth…
Use the 4 Levels of Customer Satisfaction to Build Retention
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Use the 4 Levels of Customer Satisfaction to Build Retention

If you are in business you will hopefully already appreciate the high value of customer loyalty. While of course it is great to be continually attracting fresh, new customers and clients these can cost more to acquire and don’t spend as much…
7 Customer Service KPIs You Need to Track
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7 Customer Service KPIs You Need to Track

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…
How to Avoid Losing A Major Client
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How to Avoid Losing A Major Client

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)…
Importance of Unbiased Customer Satisfaction Survey Questions
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Importance of Unbiased Customer Satisfaction Survey Questions

The aim of your customer satisfaction surveys should be to accurately capture the sentiments of your customers. Asking inappropriate questions or questions which are biased or leading will result in skewed, inaccurate results which can lead…
Survey Email Subject Lines for Great Response Rates
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Survey Email Subject Lines for Great Response Rates

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…
Customer Satisfaction Survey Questions and Templates for Retail Businesses
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Customer Satisfaction Survey Questions and Templates for Retail Businesses

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…
How to Create Your Customer Journey Map
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How to Create Your Customer Journey Map

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…
24 Outstanding Customer Service Quotes
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24 Outstanding Customer Service Quotes

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…
How to Build Customer Loyalty in 2019
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How to Build Customer Loyalty in 2019

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…
15 Brilliant Customer Service Apps
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14 Brilliant Customer Service Apps

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…