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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

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

Customers find your products and services in a number of ways; this includes referrals, advertisements, organic search, and more. Though the means of acquiring new clients vary greatly, their reasons for purchasing from you do not. A recent study by The Society for New Community Research assessed why consumers make purchases. The top three reasons?

The customer experience is crucial to building brand loyalty and ensuring long-term growth; here are five surprising facts to consider when evaluating your customer experience. The main cause for customer churn isn’t price – its poor customer service. The probability of selling to an existing customer is 60-70%, while for new customers it’s 5-20%. A

Though it may seem counterintuitive, hearing customer complaints is actually a good thing. It indicates that your customer feedback system is working, and gives you the opportunity to save the customer and correct systemic issues within your business. This can dramatically improve customer recovery, retention and overall satisfaction. Statistics show if you resolve a complaint

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