Think of something you like to do regularly, whether it’s jogging, reading, or eating ice cream. What keeps you coming back? Chances are it feels good, and the emotions you associate with the activity make you want to do it again. In short, positive emotions lead to loyalty.
It seems like a simple equation, but how a brand should go about inspiring positive emotions in customers is a complex question. Emerging studies in behavioral science are telling us more and more about the relationship between emotions and decision-making. In the meantime, there are a few simple things any brand can do to spark positive, loyalty-inspiring emotions in customers. >>>
Did you know that there’s such a thing as International Clients’ Day? Although I’ve been in customer service for more than a decade, I first learned of it last week through a special offer email that I got in my inbox. Did you happen to hear about it too?
Whether or not, the fact is that this informal holiday has not been around for that long. Actually, it was proposed (and celebrated for the first time) by Lithuanian and Russian businessmen on March 19, 2010 as an opportunity to show gratitude to their customers. Since then, the occasion has been supported by many organizations and businesses in Western Europe, and it’s constantly expanding, with more companies joining the initiative year by year. Would you join the club too? >>>
Your customer service employees are your brand representatives, the human face and the voice of your company. Their competence, soft skills and communication habits count tremendously toward the quality of the service they provide to your customers and impact overall customer satisfaction.
So what are the most common mistakes made by customer service professionals? In this infographic we’ve collected 15 most dangerous mistakes that can have negative consequences in customer satisfaction and loyalty. Is your customer support team guilty of any of them?
In fact, all of the listed mistakes are easily preventable. Make sure your customer service employees are aware of what exactly they are doing wrong when interacting with customers and provide them with regular training and mentoring to help them grow their professionalism and improve their skills. >>>
Customer service has shifted more and more online over the past couple of decades, and increasingly that means customers are reaching out via social media when they have an issue that they’d like you to resolve. It’s a great opportunity for businesses, as this kind of semi-formal interaction is likely to increase that customer’s spend by 20-40% when they are dealt with appropriately. Perhaps it’s something to do with the way we form our identities online, now: who we talk to, the platforms we use, and the things we buy, all form the way we see ourselves.
Of course, it isn’t always good news when you notice a tweet or Facebook comment from a customer. Frequently, these platforms are used to make a public complaint – either because they can’t find another way to get through to you, or because they believe that dealing publicly with the issue makes you more likely to resolve it quickly. Hopefully, they’re right – and you will be keen to turn this potential upset into positive publicity. It just takes a bit of insight and a little social media flair – all skills you can pick up online. >>>
Almost all businesses strive to offer superior customers service. However, not all of them succeed in this. There are certain factors that negatively affect customer service quality and do not allow companies to reward their customers with exceptional customer service.
Before I start talking about these factors I’d like to ask, do you know what customer service means? Let’s see what customer service experts say about customer service.
Shep Hyken: “Customer service is the experience we deliver to our customer. It’s the promise we keep to the customer. It’s how we follow through for the customer. It’s how we make them feel when they do business with us.”
Steve Curtin: “Customer service is a voluntary act that demonstrates a genuine desire to satisfy, if not delight, a customer.”
Kate Nasser: “Customer service represents the heart of a brand in the hearts of its customers.”
And now answer yourself. What does customer service mean to you and your business? The quality of the service you deliver and your objective will depend on your answer….. >>>
Lots of businesses today use Live Chat software for their online customer communication needs. From small start-ups to major corporations, companies choose Live Chat as another customer service option for its high speed of resolution and incredible ease of use. Whether you are selling software, clothes, gifts, machinery, parts, books or any other type of product, Live Chat is a must to ensure consistently great customer service and high customer satisfaction rates.
Yet, it takes time and experience to use it the right way and utilize its features to the fullest. If your website visitors seem reluctant to start a chat with you, check out these tips that are easy to apply and proved to be very effective. I hope they would help you unlock its full potentialand enjoy a greater rate of customer engagement. >>>
We all know how frustrating it could be waiting hours for an email reply or being put on hold for over 30 minutes when all you want is to get answer to one simple question about a product or service you purchased. But can you imagine times when customer service meant having to travel long distances to the original store to get a repair? In fact, prior to the dawn of the 20th century, this is exactly how things used to work!
Customer service as we know it today and the technologies helping to improve it have come a long way. With the invention and the evolution of the telephone customer service has become much easier. Though it took almost 100 years for the phone to become one of the main customer service channels. Then came call centers, email, live chat, sophisticated CRM systems and social media. >>>
More and more websites offer live chat support today so that their customers can get immediate and thoughtful service whenever they need. However, sometimes like many other tools live chat is being misused and customers instead of receiving smooth and pleasant customer experience leave the chat room angry or disappointed. Why does this happen? You cannot ignore the fact that live chat etiquette already exists and customers expect specific behavior and attitude. When the pattern is broken customers feel frustrated and rate your service as poor.
Chat conversations can be easily saved and shared on social media, like this happened with Amazon’s dissatisfied customer who spread the word about negative experience with one of employees. To avoid such situations you need to train your customer service team to treat customers politely and with respect. In this blog post I would like to offer 10 tips for being polite on live chat. >>>
It’s probably needless to say that loyal customers are the biggest assets of any business. Studies show that only a 5% increase in your loyal customer base can result in increases of revenue and profits up to 85% or more. Take a look at some more customer loyalty stats that might surprise you:
The cost of bringing a new customer up to the same level of profitability as an old one is up to 16x more. (SocialAnnex)
Existing customers are 50% more likely to try new products, and spend 31% more than new customers. (The Nielsen Survey)
68% of Millennials say they wouldn’t be loyal to a brand if it doesn’t have a good loyalty program. (The Bond Loyalty Report)
62% of Millennials report that brand engagement is more likely to make them a loyal customer. (USC Dornsife)
62% of consumers don’t believe that the brands they’re most loyal to are doing enough to reward them. (ClickFox)
So how much do you care about your loyal customers? And what’s even more important – do your customers really know how much you appreciate them? >>>
Strong communication skills have always been critical for career success. In customer service, an ability to communicate clearly and effectively with customers is more than just a nice skill that is desired to have. In fact, it’s an essential that ultimately defines the whole team productivity and customer satisfaction.
Most customer service reps realize how important their communication styles are for creating a strong company image to their customers. They do their best to communicate clearly and professionally. And yet, sometimes they still fail to effectively do it.
This blog post is aimed to take you to the basics and help you understand how, why, and where communication can break down. Use these tips to improve the quality of your everyday communication with people at work >>>