Over the recent years customer experience has dramatically grown in value to supersede product quality and price. Companies that deliver outstanding customer experience can truly win over the competition, retain more loyal customers and improve their bottom line. So what’s trending in the world of CX today?
Since customer expectations are changing just as rapidly as technology advancements, improving customer experience has become an ongoing goal for most companies. Dimension Data found that over 82% of companies recognize the customer experience as a competitive differentiator. According to another survey by Harvard Business Review, 86% of business leaders agree that CX is vital for success. >>>
Zendesk survey revealed that 62% of B2B and 42% of B2C customers purchased more after a good customer service experience while 66% of B2B and 52% of B2C customers stopped buying after a bad customer service interaction.
If you want people to buy your staff or use your service you need to understand how they make purchase decisions and what kind of factors have an impact on them. It is equally important both for small businesses and large corporations.
The impact of customer service can be detected even before your prospects start their interaction with your customer service team. Here are 4 things you should know about purchase decisions. >>>
In the abundance of more or less similar products, customer service has become by far the most influential brand differentiator these days. According to the recent study, almost 90% of buyers are ready to pay more for a better customer experience, which proves the importance of this aspect of the business.
In such circumstances, companies are eager to find better methods to analyze customer service and this is exactly where data science steps in. By definition, big data represents large sets of information that may be analyzed computationally to reveal patterns, trends, and associations, especially relating to human behavior and interactions. In this article, we will show you 5 ways how big data improves customer service. >>>
There’s no doubt that in this increasingly digital era Live Chat has become the number one support tool for many businesses from different fields and industries. Small start-ups, mid-sized companies and major corporations use it to handle customer communication. Whatever the company size, they enjoy greater results in terms of customer satisfaction, mainly driven by high user adoption and minimum support needs.
What makes Live Chat so compelling to customers and why do more and more people prefer it over phone and email? And still, why do so many online consumers rate their typical live chat experience as poor? Let me share with you the top 3 pro arguments and top 3 worst attitudes to avoid. Look to these indicators to figure out how Live Chat can come in handy for your business, and what you should definitely bear in mind if you opt for this support solution. >>>
As per an Accenture report, – only 23% of B2B companies achieve impressive returns on their customer experience investments. In addition to that, only 20% generate low or no return, indicating that an alarming 57% are not exactly benefitting from the CX strategies. This brings us to a very pertinent question- Does CX really matter in a B2B segment?
To begin with, a customer centric approach is the way forward and it is equally relevant in both B2B and B2C settings. Buyers are more informed, and they look forward to greater engagement and transparency. However, the approach, rationale and implementation of CX strategies vastly vary between the two domains. >>>
Customer service and marketing are often seen as completely different processes by most companies. Strategies for each of the process are planned independently; employees of these departments take separate trainings and sometimes work in different buildings or even countries. Indeed, differences are obvious – marketing is about getting new clients while customer service is about making them happy. But if we look closely these processes often overlap, coincide and interchange. Let’s explore how customer service and marketing can intensify and strengthen each other. >>>
Client disputes are always damaging your reputation as a professional. No matter how you perceive it, when a negative review is attributed to your name will always have a negative impact on your career. However, conflict management is not a simple thing to attain, especially when we’re talking about highly important clients.
When these clients are important and also complex, which means that their perspectives and their unhappiness seem out of the place or complicated to consider, handling conflict in the most appropriate way might require some skills.
Conflicts are the roots of failure. You can have the best product, the best brand on the market, and you can be the best at what you do. However, absolutely no client will deal with you and your business in case they’re not emotionally satisfied with what you’re offering. >>>
The times when customer complaints were seen as a distraction that should be eliminated are over. Most businesses today understand that complaints are a valuable source of information. In fact, there might be no better way to collect direct feedback from your customers. A complaint not only shows what and where went wrong, whether it’s a problem with your product, service, customer support or internal processes. By hearing these problems and acting upon customer feedback you can improve your business and prevent similar complaints in the future.
Very often, though, dissatisfied customers don’t give voice to the complaints. Actually, a study by TARP Research as far back as 1999 uncovered the fact that for every 26 unhappy customers, only 1 will bother to make a formal complaint. The rest will either stay where they are disappointed or will silently take their business elsewhere. According to another research by 1st Financial Training services, 96% of unhappy customers don’t complain, 91% of those will simply leave and never come back. >>>
It is no longer a secret that social media channels are used for assisting customers on a daily basis. Customers tend to ask questions and resolve their issues publicly. In fact, 90% of consumers surveyed by Social Sprout have used social media in some way to communicate with a brand. Over a third (34.5 %) said they preferred social media to traditional channels like phone and email.
No doubt that listening to customers on social media has become the main priority for any business today. And the main challenge is how you respond to your audience. Obviously that building better relationships with your customers through social media can add up to huge wins when it comes to customer loyalty and your brand reputation. Before we start exploring the main secrets of social media customer support, here are statistics you cannot ignore: >>>
Providing outstanding customer service naturally starts from finding and hiring the right employees for your customer support team. While perfection can hardly ever be achieved – some people just happen to possess the qualities that make them more suited for the role of a customer service representative, while others simply don’t. Before we jump into exploring what makes a fantastic customer service employee, here are the key questions you should ask before hunting for a perfect support agent:
What is the ideal support personality for YOUR company culture?
What hard skills are absolutely necessary for the job?
What soft skills are ‘must-have’ and desirable to have?
What exactly will the agent be responsible for?
Having those questions answered in detail will give you a better understanding of what you should be looking for in your ideal candidate. But beyond that, there are certain characteristics and qualities that set excellent customer service employees apart. >>>