Once when my youngest daughter was about twelve she had a plan in mind for an upcoming trip. I don’t remember the details, but it was not a very realistic plan. “We’ll see,” I told her as she was laying it out for me. “Right,” she sneered in the way that only a tween girl talking … Read more
The job of a field collections officer (FCO) in the utility sector is sometimes perceived in a negative light. When thinking of debt collection, it’s not uncommon to imagine aggressive or intimidating collectors harassing customers. Our own research has found that 50% of customers feel they have been harassed during collections processes, while 48% say … Read more
Being customer led makes for better businesses. It’s as simple as that. While digital advances mean that the customer’s world is being inexorably re-imagined, the customer needs to be kept close. However, as businesses struggle to keep on top of the growing mass of customer information stored in disparate siloes, it can result in customers … Read more
John Tschohl provides a concise and practical list of six essential customer service principles for awesome service..
Lately it feels like a precarious time to be a customer service employee. Thanks to the millennial influence, customers are turning to digital self-service tools more than ever..
In a world where automated emails are deleted without a second thought and more and more businesses are opening their doors every day, you need to stand out if you want to get noticed. You can do this through personalisation, which not only includes the personal experience you give your customers, but also how you … Read more
We’re full steam ahead into the digital age, where most of your customers spend a couple of seconds searching and find endless companies that offer similar services and products to your business. So with it seemingly so easy for a prospect to choose a business over yours, how do you set yourself apart from the … Read more
Your ultimate resource to the key CX investment areas for 2017 and how to make the most from your vendor partnerships..
Creating a customer service-oriented culture is a priority for most managers. Happy customers become loyal customers – and loyal customers bring in more customers..
Successful online marketers already effectively use A/B testing to constantly improve the rate that visitors to a website undertake a desired action, whether that’s making a purchase, signing up for a subscription, signing up for an email newsletter or simply creating an account with a login and password. Now, that same trusted, rigorous scientific methodology can … Read more
Customer service is all about treating people well. But what about those times when people make impossible requests, and you feel you have to say “no” to a customer?
As an employer it is down to you to inspire your employees – particularly if you want them to both grow and stay satisfied within their roles..
In customer service, incentives are exceedingly useful for attracting customers and keeping them happy as well as getting employees to hit some goal..
The goal of any business leader is to develop good customer service, and the best way to do that is to have a qualified and capable customer service team..
All over the web, you can find articles detailing tricks to engage and improve sales staff, marketers, middle managers, and more. However, when it comes to those employees who have the grueling job of keeping customers happy, the literature is few and far between. Most companies assume that customer service workers are naturally sociable and … Read more
When it comes to choosing a name for your customer service department you can be as creative as you want to be or take a more traditional approach. The choice is yours! Here are a few ideas to get you started.
The reasons to embrace Customer Experience Management can be various, but the common truth is that businesses now find it hard to resist jumping on the bandwagon too as the age of the customer is finally and irrevocably here..
The growth of digital channels and the complexity and value of business conducted via the web means that companies need similar capabilities to what is available to service customers who use more traditional channels..
The global shift to VoIP telephony seems inevitable. Its advantages, in terms of cost-efficiency, scalability, add-on features and flexibility, are undeniable. Read our comprehensive VoIP handset guide to learn more..