Managing customer expectations is tricky. It’s by no means an exact science, which is precisely what makes it a difficult task. People’s expectations from your brand affect the customer experience in many ways. Failing to meet consumers’ standards translates to poor sales and low customer retention rates. A critical part of managing buyers’ expectations is […]
In an omnichannel world, is the phone still relevant? Along with technology’s forward march, the way that we communicate over long distances also drastically changed. From traditional options like the phone (and the nearly obsolete snail mail), we now have social media, email, and instant messaging. Businesses, of course, have no choice but to keep […]
Asking the right questions yield the right answers. But how do call centers know which questions to ask customers? Here’s how they can hone this underrated skill. Knowing how to ask the right questions in a call center is a good communication skill to master, especially when conversing with customers and working on their concerns. […]
In many ways, a customers’ first encounter with your brand can define your entire relationship with them. The very moment a customer first interacts with your brand, they will immediately assess your products, services, and performance. Everything you show them—from your behavior, attitude, and personality—can influence their decision to buy and stay loyal to your […]
If you’re suffering from increasing customer churn rates, that’s an indication that you’re doing something wrong. In most cases, customers abandon brands they don’t trust. It may be due to underperformance, ineffective communication strategies, or lack of transparency. However, you need to pinpoint exactly why customers are leaving you. That way, you can come up […]
At a time when customers are communicating with brands using multiple channels, contact centers must have a single and unified view of the customer. You’ve probably encountered the concept of a “single view of the customer” while reading articles, books, or studies about customer service. But most business leaders are still not sure what exactly […]
Are your customer support strategies tied to effective principles? Too often, entrepreneurs get lost in the technical side of business that they forget some of the most basic and most important business principles that can help them become successful. This leads to poorly thought-out decisions and weakly conceptualized strategies that don’t work for their target […]
Businesses are operating in a highly dynamic marketplace, wherein customers’ preferences and behavior are continuously changing. This makes staying relevant a difficult challenge for many brands. Although it’s easier said than done, they key is to be flexible and adaptive. It starts with listening to your customers and placing them at the core of your […]
Acquiring sophisticated call center technologies may be costly at first, but by streamlining your internal processes, they can help you reduce your operation costs in the long run. When running a contact center, it’s essential to consider your budget. You should be able to make the most out of every cent you spend for customer […]
In this age, digital transformation is no longer a topic of debate. It’s an imperative for both B2C and B2B companies that aim to become more agile, competitive, and fast-growing. The problem with digitization, however, is that businesses often see it as technology update rather than a business model overhaul. This leads them to thin […]
