Much of the data collected by Zendesk and the Harvard Business Review reports that 50-70% are frustrated with your customer service skills. Consulting giant Accenture reports a 66% chance of your customers switching to a competitor due to poor customer service. The breakdown of poor customer service is defined as Rude or unhelpful staff (42%),…
Comics for the Engagement Center
The goal of ComiXchat, a new app launched last week, is to build “the most expressive interaction platform that exists today.” Essentially, the app automatically illustrates a text conversation as it unfolds with each line typed appearing as text in a bubble above the characters. The sides of the conversation can influence the designs by…
Cartoon: Bad Customer Service
Customer service has a bad reputation. The woman in this cartoon is the perfect example of customer service gone wrong. Defy customer expectations with great service and you’ll have loyal customers who will keep coming back to your business.
How to Measure Customer Satisfaction
I haven’t talked much about how to measure customer satisfaction in a grander level beyond support enters and the like very much. And, shame on me, because it’s actually something that’s ripe for discussion, given how most companies struggle in customer service in one way or another. This is normal, and does not mean something is…
Call Center Metrics Best Practices
I’m somewhat passionate about call center metrics best practices. You know how important metrics are for just about anything in the business world, right? I mean, if you don’t’ take many, detailed metrics on most facets of any aspect of your business, you’re basically numb to your environment. And blind to it as well. So, given…
Customer Relationship Management Strategy Best Practices
Ask yourself this question. “What’s my customer relationship management strategy?” Chances are, you’ll begin either mentally or verbally reciting the same credo every company does, with generalities about how the customer is important, the customer is always right, and the customer comes before all else. As the recent film Cloud Atlas said, “honor thy consumer”. Well,…
Important Customer Loyalty and Profitability Tips
It may be hard to believe just how tightly linked customer loyalty and profitability really are. It’s very easy, in the business world, to become hung up on the goal of customer acquisition, and lose sight of customer loyalty and retention. Of course, subscription services like SaaS and communications understand the crucial nature of customer loyalty.…