What is The Age of the Customer? According to Forrester Research, this term describes the latest in a series of changes in how we do business. The Age of Manufacturing (1900 to 1960) supported companies such as Boeing and Ford. The Information Age (1990 to 2010) advantaged those who controlled the flow of information, such…
We’re living in what’s been dubbed “The Age of the Customer.” Customer service blogs can be a valuable resource to keep you informed on all the latest advances in technology and customer experience. They can tell you about the latest research in customer expectations and help you train your staff.
Customer service is such an essential part of an organization, sometimes we go on autopilot and take it for granted. Customer service is one of those areas that constantly needs to be on its tiptoes in order to stay ahead of the competition and keep customers happy.
Customers today have higher expectations than ever. And customers with complaints reach twice as many people as customers who are satisfied. Especially with social media, it only takes a few minutes for unhappy customers to air their grievances and share negative feedback with thousands of people. In a Forbes survey, more than 1,000 consumers were…
Let’s face it: waiting on hold for customer service doesn’t lead to a good experience. We’ve all been down that road too many times—waiting on our phones, multitasking in the background. The cheesy on-hold music. The automated messages on repeat breaking into the cheesy music. Obsessively checking your phone display to see just how long…
We have all had days in our professional careers where we felt we had too much work and not enough time in the day to finish it all. Toward the end of 2016, a study by Wrike came out stating nearly 6 in 10 employees feel their workloads have gone up. Further, a fifth reported…
Abandoned calls in your call center represent missed opportunities for excellent customer service. Whatever the reason for the abandoned call, the reality is this: the customer who needed to contact your organization didn’t get what they needed, and that doesn’t spell success. But with the right strategies, you can minimize your call abandon rate and…
What is a customer journey map? A customer journey map is a visual representation of the customer journey and creates a start-to-finish snapshot of customers’ interactions with a company. It helps tell the story of your customers’ experiences with your brand across all touchpoints and platforms. Compared to cold statistics, a map of the customer…
The old adage “The Customer is King” is even more true today than it has been in the past. The stakes are higher than ever for call centers to consistently provide top-notch service to customers.
Building customer loyalty should be the ultimate business priority. This sounds logical but you might be asking yourself, why should customer loyalty be a top business priority for my organization?
WEBINAR
How Is AI Shaping the Customer Services Industry?
Tuesday, May 21, 2024 at 1:00 PM EDT