Keeping and Retaining your Customers – Why Exceptional Service Pays
Discover why exceptional customer service is crucial for business success. Learn proven strategies for customer retention from a veteran in technical support and CX
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Voice of the Customer: Mastering the Art of Listening to Your Customers
Master the Voice of the Customer (VoC) to unlock business growth. This guide, provides a step-by-step approach to building a robust VoC program, handling negative feedback, and leveraging customer insights for success.
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The Mantra of Exceptional Service: Lessons from the Front Line
Discover the essence of exceptional service from someone that has lived on the front lines for years. Understand what works and what doesn’t from an expert in customer success, leadership, and operational excellence.
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How do you measure First Call Resolution?
Understanding the right KPIs within a call center is critical to success. One of the most well known technical call center KPIs is First Call Resolution (FCR).
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Consumer Trust (Part 2)
Read the first part here Customers’ Preference for Innovation In this world of ever-increasing change, companies have the chance to improve customer trust through innovative technological advances. Research has shown that customers have a preference for companies that have implemented innovative strategies of operation. Historically this innovation has taken the shape of improved efficiencies in business…
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Consumer Trust is at an All Time Low
In recent years, customer dynamics has become a very sensitive topic to brands and service providers in particular. The customers’ preferences and likes have slowly and gradually taken on greater importance as businesses work to provide and maintain an excellent customer experience. With the increased number of brands in the market, the issue of customer…
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Nine Commandments
Customer service is an integral part of our job and should not be seen as an extension of it. A company’s most vital asset is its customers. Without them, we would not and could not exist in business. When you satisfy our customers, they not only help us grow by continuing to do business with…
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The Voice of the Customer
There are many ways of learning what is essential in your business. However probably the most powerful and least practiced is that of Customer Feedback. Having the greatest widget in the world is useless if your customers don’t want to buy it and if it doesn’t resolve a perceived need. Getting that information from your…
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Managing Technical Teams
Managing technical staff is becoming more of a challenge daily. Even more so, when your staff are MORE technical than you are – which to some extent is expected … you are a manager and responsible for multiple area’s of the company, they are specialists and able to focus on their area to the exclusion…
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Why Do Customers Matter?
Perhaps this is stating the obvious, but we want a large base of loyal customers as they are a lot more profitable than just “happy/satisfied” customers. They consistently do business with us and on top of that they give free advertising to others to do business with us. Besides that, we already know that is…
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The Fallacy of Price
A common misconception is that if you lower the price you will get more customers. This is not always the case by anymeans and there are some significant downsides to playing the price card which you should consider. Now, you might not really have an option – if your competition has cut their price to…
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Happy Customers vs. Satisfied Customers
Choosing your customer – if you had a choice, would you pick a satisfied customer or a happy customer? Well, first you need to understand the difference between these. Neither of them are unhappy with you, your product or service so what differentiates them? What is a satisfied customer? You could say that they that…
