We trained 1000's of leaders, managers, and frontline staff in customer service with our basic customer service programs. customer service leadership, and dealing with difficult customers programs. Our major customer service clients have included restaurants, theaters, and casinos. Our programs always focus on the latest information combined with assessments, direct applications to client specific issues, and heavy experiential learning.
Merchants must give people a reason to remain loyal to their brands—or risk losing the customers they worked hard to gain. Delivering an authentic brand experience, understanding and meeting your customers' needs, as well as making it easy for customers to interact with your brand are some of the critical factors for building customer loyalty, say industry experts. Here are examples of brands that are taking these lessons to heart.
You may think you know your customers, but according to a new study by IBM, nearly 80% of consumers stated that brands really don’t know them. By now you know that this is the age of the empowered consumer. You need your customers more than they need you, but if you don’t really know them, they will quickly find a competitor who does.
A few weeks ago my wife and I headed out for a date night to see the latest Mission Impossible movie (great movie BTW). So we had our popcorn bucket, planned to buy our drinks and such at the concession stand but stopped off at our local Walgreens to pick [...]
Companies have more data at their fingertips than ever, so why do online shoppers remain such a mystery? The solution begins with bringing all the information together to form a meaningful picture of the consumer. A McKinsey & Company article.
Many have stated that PEOPLE are the most important asset that an organisation has – I could not agree more. The most customer centric organisations in the world recognise and very much appreciate this fact.
Why do customers leave? The conventional wisdom is the belief that either the price they had to pay got to high or their needs for the offering changed. And, that is the certainly the sound of their fury upon exit. We also believe that what we hear at account closing or a departing huff is the whole story. It is only thunder—the air rushing back together after their departure. Assume customers’ stated reasons for departure represented only 10% of the whole truth.
Today, we end our series with five ways you can use the concept of effort to improve service delivery and enterprise success.
We often find that organizations quickly ‘get’ why effort matters, yet still struggle with where to focus their first initiatives. Below are several guiding principles to help inspire you to embrace effort as a customer service focus area.
Tomorrow brings with it the end of summer, but I'll look back with fondness, as I gave birth to my daughter, Evelyn in July. While on maternity leave, I took note of some customer experiences that caught my attention--some that I praised and others that left me scratching my head.
Don't Talk, Chat: 4 Ways to Tailor Your Customer Service to Millennials Customer Think Brands concerned with customer service have responded to this generation's needs to the best of their ability… and have gone overboard in the process.
Since the beginning of time, humans have served as storytellers, passing tales down through the generations in an effort to preserve history. But as technology becomes ever more sophisticated, content marketers recognize storytelling as an opportunity to expand brand reach and strengthen customer trust.
A few years ago, it was common for organizational leaders to debate the value of cloud-based solutions, but those days are in the past, maintains Forrester Research analyst Liz Herbert. "Decades of fighting the cloud are over," says Herbert. "The cloud has become the first approach for most solutions, and in some cases, it's the only approach. Now, it's more about deciding which type of cloud—public, private, hybrid, etc.—makes sense for a company's needs."
People had crowded into the room to learn about gamification, the latest trend in employee motivation. The participants were customer service leaders attending ICMI's 2015 Contact Center Expo. In customer service, motivation is always a hot topic.
Sharing your scoops to your social media accounts is a must to distribute your curated content. Not only will it drive traffic and leads through your content, but it will help show your expertise with your followers.
How to integrate my topics' content to my website?
Integrating your curated content to your website or blog will allow you to increase your website visitors’ engagement, boost SEO and acquire new visitors. By redirecting your social media traffic to your website, Scoop.it will also help you generate more qualified traffic and leads from your curation work.
Distributing your curated content through a newsletter is a great way to nurture and engage your email subscribers will developing your traffic and visibility.
Creating engaging newsletters with your curated content is really easy.