The big data craze isn’t likely to quiet down anytime soon. It’s continuing to build a positive reputation for itself, as it helps organizations solve business-related problems in innovative ways. Across industries, entrepreneurs see data—coupled with the ability to understand it—as a means of fully understanding their customers and business processes. Indeed, plenty of companies […]
The new year is always a good time to set new customer service goals and resolutions. During this time, most companies review their performance from the previous year and overhaul their business plan. So customer relations experts and business managers can’t afford to give in to the holiday hangover at this time of the year. […]
There’s a reason why most brands are obsessed about speeding up their customer support processes: they don’t want to miss even just one call from their clients. Unfortunately, there are cases when this is unavoidable, especially if you’re in the middle of a hectic period such as during holidays or when you’re going through a […]
To meet consumers’ expectations and provide them an outstanding customer experience, you first need to know exactly what they want. Of course, the only way to do this is to get to know your customers. By collecting firsthand information about them and making sense of the gathered data, you’ll understand the needs, wants, and priorities […]
Working as a customer support rep may seem like an unglamorous way to make a living. This job is often dismissed, though wrongly so, as dull and repetitive. Worse, even call center managers make the mistake of looking at customer service jobs this way. Thus, encouraging creativity among frontline agents is often at the bottom […]
Despite recruiters’ best efforts to find skilled employees and get them to stay, 68% of human resource professionals are still having difficulties filling vacant positions in their organizations. The Society for Human Resource Management said this is an 18% point increase from the 2013 figure. Back then, only 50% of those surveyed reported having hiring […]
Making critical business decisions based on traditional customer service metrics alone can be detrimental to your brand. The customer support industry has been transforming in many ways over the past few years. A large part of this evolution is driven by consumers’ changing expectations and the unstoppable spread of mobile devices. Instead of transactional seller-buyer […]
As consumers become more selective about the brands they trust, it’s clear that organizations must promote transparency in order to build customer loyalty. Appealing ads and catchy slogans are no longer enough to capture people’s attention. As consumers now have instant access to all kinds of information via the web, their buying motivations are also […]
Facebook is about to launch a unified inbox that would let brand managers handle multiple interactions across Facebook Pages, Messenger, and Instagram. Great conversations allow businesses to forge meaningful customer relationships. That’s why these days, businesses are spending so much time managing their online interactions in multiple social media platforms.
In an age where customers demand so much from brands, transport companies need to do more than just get customers to their destinations. These days, consumers want the best experience out of every brand journey they engage in and every product or service they purchase. Across industries, businesses are under heavy pressure to meet people’s […]
