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5 Friction Points You Need to Know About in Customer Service
Speed and ease of use have always been important customer service elements, but now they are central to how customers evaluate every aspect of your brand. When customer service falls short, it sticks out like a sore ...
6 Customer Service Trends Leadership Needs to Know in 2019
Customer care is always evolving, and today’s customer service trends are tomorrow’s “must haves.” Good customer service is a whole-company effort: It calls on teams to understand how buyers come to decisions, deepen ...
9 Customer Service Blogs Your Team Should Be Following
Good customer service rocks, right? And you want your brand to be known for good customer service, don’t you?
Inbound Customer Service 101: What It Is and How It Differs From Outbound Service
Customer service is often thought of as reactive: People call you with problems and you respond, providing the individualized care they need to move on with their day. You can anticipate the kinds of questions people ...
Why Real-Time Data Increases Customer Experience
The entire world of business has shifted into a customer-centric mode, where audiences and regular customers influence much of what’s happening behind the scenes. It’s all about improving the general customer experience ...
6 Things Your Net Promoter Score Reports Need to Include
Net Promoter Score (NPS) is one of the most important metrics in your business. It not only shows your level of customer service success, but gives you a barometer of the overall health of your brand. By telling you ...
7 Customer Service Performance Metrics That Managers Need to Measure
Customer service can be one of the most stressful parts of a business. It’s also easily one of the most important in how your brand is perceived. By the time customer service is involved, people may already be annoyed ...
The Do's and Don'ts of Managing Customer Education
Before we dive into the do’s and don’ts of managing customer education, let’s clarify what it even is. Put simply, customer education is the act of companies providing consumers with the information and knowledge they ...
8 Customer Service Podcasts You Need to Listen To
Podcasts are a quick way to learn more about any topic that moves you. They’re great for your commute, lunchtime, or unwinding after work. Many people who have trouble plowing through dry written material get a new ...
14 Conflict Resolution Techniques All Service Reps Need to Know
Conflict is inevitable in customer service. Yet, many customer service reps are dropped into challenging situations with no formal conflict resolution techniques at their disposal.
How to Deal With Coworkers Who Are Dropping the Ball on Service
According to Fortune, 93% of people who work on a team have at least one co-worker who doesn’t do a fair share of the work. That’s true even in high-performing teams – and you’ve probably experienced it.
4 Tips You Need to Know to Foster A Successful Client Relationship
Regardless of what industry you work in, it’s no surprise that a strong relationship with your clients is crucial to your success and their success. And while managing the client relationship can sometimes be ...
10 Best Practices for Creating Awesome Customer Surveys
Customer feedback is an essential part of understanding the people your organization serves. Many companies, however, are downright squeamish about sending out a customer survey.
The Dos and Don'ts of Responding to Negative Social Media Comments
Social media is full of what the kids like to call “trolls.” You know, those rude people that thrive off of putting other people and businesses down (they’re not the cute little Trollz with big hair who sing and dance ...
How to Create a Successful Customer Onboarding Strategy in SaaS
When customers adopt a new B2B solution, they have a lot to learn. Very few B2B products are simply “plug and play.” To reach ROI faster and get enduring value from their selection, users will often need to learn the ...
7 Ways to Reduce Customer Churn in Your Organization
What is a good customer churn rate? The answer, quite simply, is: As low as you can get it!
Customer Success vs. Customer Service: Understanding the Difference
In the end, customer success is everyone’s goal. When customers succeed, they are more likely to feel satisfied with the products they buy and more likely to recommend those products in the future. Plus, their ...
How to Measure Customer Happiness and Keep 'Em Smiling
Customer happiness and customer retention are closely intertwined. Unfortunately, it’s difficult for organizations to be truly objective about customer satisfaction. Most teams face some temptation to inflate estimates ...