Customer satisfaction is the holy grail of customer service. Research shows that 78% of consumers will not do repeat business with a company if they go through just one single poor customer service experience. That’s…
Everyone, including me, expects a seamless experience when they are interacting with different organizations. You could be inquiring something or purchasing a product from those e-commerce sites. For me, a great experience when it comes…
In today’s digital world, live chat is one of the most important and integral part for a business. It is the best communication platform to offer a real-time prompt response to the customers. It has…
More often than ever, we tend to focus on larger problems and bigger challenges while trying to improve the overall customer experience of an organization. The issues considered as minor are usually overlooked and can…
“It’s better to know what you don’t know than to know what you know,” said Anderson, systems architect at the University of San Diego (USD). The customer experience has become a key differentiator for competitive…
In a world proliferated with content and information, the customers are now more informed than ever. As a result, there has been a shift in the balance of power in the brand-consumer relationship. Customer experience…
Have you realized that almost everywhere you turn these days you are greeted with a push notification message on your smartphone with either a new service offering to enhance your life by prompting you to…
I bet you can vividly remember all the instances you have received unsatisfactory (or a completely horrible) customer service experience from a company. I can confidently wager this bet because unfortunately poor customer service is…
Everything is changing about how we do our businesses, irregardless of the industry. The modus operandi of running the business is changing as well. For a business to succeed it must be dynamic and willing…
Poor customer service is costing your business more than you think. Things like not acting on customer problems, not acting promptly, poor attention or inexperienced agents constitute poor customer service. And now with the emergence…
I would be lying if I said that I know of organizations that are fully customer-centric. In fact majority of the organizations I know of, both small and large are totally customer oblivious. Thinking like…
Mystery Shopping is a kind of research done by people posing as normal and genuine customers procuring a product or service in order to give feedback that will enable companies to find out what their…
Poor customer service is costing your business more than you think. Things like not acting on customer problems, not acting promptly, poor attention or inexperienced agents constitute poor customer service. Take the example of a…