In today’s digital, fast-paced world customer expectations and the rules of customer engagement are rapidly changing. What used to be acceptable and satisfactory in customer service a while ago is no longer enough. Being able to recognize and adjust to these new dynamics is absolutely vital in acquiring and retaining customers. While failure to address the changing consumer needs can put your business at risk.
Consumers are mobile and self-reliant: they are talking, texting, browsing, chatting and tweeting more than ever. Their lifestyles demand fast and convenient access to information anytime, anywhere. And, not surprisingly, they will no longer tolerate poor customer service. In fact, 72% of consumers already stopped doing business with a company because of a bad service experience. >>>
According to McKinsey survey 70% of buying experiences are based on how the customers feel they are being treated. More and more companies put the customer service at the forefront today. Understanding the importance of good customer service is essential for any business when looking for new customers, retaining loyal customers and developing relationships with prospective customers.
We are living in the digital era and every day more and more technologies appear on the market. Consumers get used to those technologies and when it comes to customer experience expect modern approach from businesses. In our new infographic I highlighted the most important aspects of excellent customer service in digital age and provided helpful tips and tricks for any business. >>>
Great customer service quotes from business leaders is one of the best ways to motivate and inspire your team. They demonstrate not only rich experience but also show how important is to move forward and find a better way to do your job.
In addition to being a great source of inspiration these quotes help to keep your company’s customer focused culture alive. Providing an exceptional and superior customer service is an integral part of any business success. Customer oriented culture is not only a way to stand apart from competition, it helps to build lasting relationship with customers. >>>
The world is rapidly changing, and so is customer service. If you think your business is offering outstanding service now, the truth is that with the ever changing customer expectations, what seems satisfactory today might simply be outdated within half year. Is your organization keeping up with the pace?
As customer service and customer experience have become key diffentiators for brands across all industries worldwide, it has never been more important to know as much as you can about your customers, their preferences and service expectations. In fact 75% of companies already recognize service as a competitive differentiator. >>>
No matter how hard we try we simply cannot please 100% of the people 100% of the time, that’s why customer complaints are inevitable in customer service. Whatever the problem might be, the way you address unhappy customers and handle their complaints can have a major impact on your company’s reputation.
Obviously, ignoring complaints and failing to resolve them can make your customers leave and spread negative word of mouth. On the bright side, 56%-70% of the customers who complain to you will do business with you again if you resolve their problem. If they feel you acted quickly and to their satisfaction, up to 96% will do business with you again, and they will probably refer other people to you. >>>
People who work in your company create the atmosphere your customers feel when they interact with your team. Well trained and friendly employees will always provide high quality customer service, but how to achieve this? The task of creating a customer focused culture is not as easy as it seems to be. There are always a lot of obstacles which prevent your customer service from being perfect. However, if you develop the right strategy and follow it, you will succeed.
In this blog post I would like to offer an infographic which provides not only useful recommendations but also valuable lessons from customer service stars. These companies have been providing the best customer service for years and they are famous not only for their services and products but also for their customer service culture. >>>
Millennials, also known as Generation Y, are among us and before you even know it, they will make up most of your customer base. Besides being the largest demographic in the marketplace, Millennials have greatly redefined the customer experience and continue to challenge businesses to keep up to their ever-changing expectations.
Accenture predicts that in the US by 2020 their retail spending is expected to hit $1.4 trillion per year, which is a huge share of the global spend. That’s why if you want to ensure a long life for your business, you simply can’t ignore this powerful generation. >>>
Your products or services can be the best on the market but if you don’t treat your customers well, you can kiss your business goodbye. Developing the right strategy for your customer service will help you both attract new customers and keep your existing ones. The great customer service begins with being employee focused. Only happy and satisfied employees will treat your customers well and provide them excellent customer service experience.
On the other hand, if your employees are not happy with your company strategy they will not care about what your customers feel. So, before you start developing the right customer service strategy you first need to focus on your employees and ensure they are happy with their jobs and do their best to boost your business. >>>
When starting an online business your main concern is the communication channels your customers will use to get in touch with your team. Personalized and prompt customer service gives you an edge over the bigger and more well-known competition. No matter how user friendly your ecommerce website and shopping cart are, your customers may want to contact you with some questions or just to ensure your business is “alive” and they will not be deceived. That is why it is important to offer not only a top-notch customer service, but also to provide access to various ecommerce website communication channels which your customers can use to get in touch with your customer care team. In this blog post I decided to describe advantages and disadvantages of those ecommerce customer service options which will help you to provide exceptional customer service, win loyal customers and grow your business. >>>
Have you ever calculated how much it costs when your customer service agents leave? The figures will be shocking when you take into account all investments in training, hiring costs and your team spirit. The turnover rates for customer service agents vary depending on the country. The highest is in Philippines due to hard working conditions and low salary and the lowest rate is in EU.
In our new infographic we highlighted most important reasons for your customer service agents to leave and provided some useful recommendations which will help to improve your employees turnover rate. >>>