The 4 types of shoppers and their customer care preferences

The 4 types of shoppers and their customer care preferences

woman thinking hard holding credit card

Do you understand how your customers are making purchasing decisions? And if so, are you using this knowledge to improve your brand’s customer support?

Customers have largely differing purchasing styles. These, for the most part, can only be explained by consumer psychology. Behavioral psychologists are trying to uncover the cognitive processes that explain why people buy what they buy, when they buy them, and even how they prefer to make the purchase. Also part of this subject is how customers respond to various marketing and customer support strategies. Read More

5 Reasons why it has become harder to please customers

frustrated customer service agent crying into call center headset

If you think it has become harder to make your customers happy these past couple of decades, you’re right. The rise of the modern consumer necessitates a greater effort from brands so they can keep meeting people’s changing demands.

In 2016, the American Customer Satisfaction Index (ACSI) released a report saying that it has become more difficult for US retailers to keep customers happy. They discovered this after interviewing more than 9000 customers via email between November and December 2015. ACSI then found that customer satisfaction slid by 2.6% since 2014. Read More

When your call center gets in the way of your brand’s growth

call center team leader with headache in customer support office

Nowadays, outsourcing means more than just cutting costs. It has emerged as a business strategy that lets brands expand their capabilities and market reach, with the goal of building the ideal customer experience.

This shift in perspective means it’s now harder for brand owners and customer relations managers to pick the right call center to represent their company. The underlying principle is that, once a company seeks the services of a customer support firm, the relationship between the two goes beyond a client–vendor one. They become, in essence, business partners. Read More

5 Tough decisions all call center team leaders must make

business executive thinking hard by laptop

The entire career of a call center team leader consists of a long string of decisions, ranging from simple, day-to-day matters to complex and highly critical ones.

The strongest leaders work hard to boost their decision-making skills. Making the right moves when facing a complicated scenario can make an entire team more effective and productive, and this is especially true in customer support. Read More