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Feedback Strategies to Further Your Business

Wednesday, 25 February 2015 by

Ever been to a restaurant where you ordered a steak that was so undercooked, you could still hear it moo? And when the waiter asks you, “Is the food ok?” you say, “Yes, its fine.” This is all too common in the world of customer feedback. Businesses don’t provide their customers with an opportunity to

Most managers and executives see customer recovery as nothing more than the process of repairing the brand image. While brand reputation is important, this statement is misleading. Customer recovery should first and foremost be about the customer. If your organization is focused on creating a loyal customer base, and if you want your business to

Crisis Management

Wednesday, 04 February 2015 by

Every company is susceptible to a crisis, but failing to prepare for one can dramatically exacerbate its effects. It is important to create a plan of action to combat any issues that may come up. Here are a few techniques that are bound to help in crisis management and prevention in the future: Build a

Understanding what works for your company’s customer recovery program can feel like a moving target at times. There are always new technologies and strategies available that claim to help improve your customer experience. A great customer recovery program can have a huge impact on a company’s client retention and customer satisfaction, which leads to better

The Truth about Social Care Statistics

Tuesday, 20 January 2015 by

Companies of all sizes are beginning to leverage social media to interact with their customers, which helps their customer recovery efforts. The following statistics about social care, as it relates to customer recovery, might surprise you. 33% of consumers say they prefer to use social care over contacting a company by phone. 47% of all

The What vs How of Customer Service

Tuesday, 13 January 2015 by

The initial cause of a customer service issue is less memorable to your clients than how you handle it. Mistakes happen; it’s how you rectify them that truly demonstrates your commitment to customer satisfaction. For example, let’s say you’re out for a nice dinner with your significant other and nothing is going well. The appetizers

Three Steps to Great Social Care

Tuesday, 06 January 2015 by

Social Care – customer service using social media – is not a customer service strategy for the future; it’s a strategy for the here and now. Not only should your organization have Social Care in place – you have to get it just right, too. These three steps should help you find your path to

Many businesses don’t fully appreciate how challenging it can be to satisfy their customers; it truly requires a multi-pronged approach to ensure that customers become and stay raving fans and brand advocates. The problem lies in the inability of many companies to see the simple, fundamental things that can easily make or break the customer

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