Getting it right first time – the impact on customer service
Published on: September 22, 2016
According to new research, consumers now believe it takes six different interactions to resolve an issue - how can companies reduce this?
Knowledge
Balancing investment between digital and traditional customer service
Published on: September 16, 2016
Many organizations are embracing digital transformation, making investments to enhance the customer experience they deliver on these digital channels, such as email, chat, the web and social media. However, new research from Accenture Strategy underlines the importance of offering a full range of channels to meet all consumer needs.
Getting ready for Christmas – 5 areas for retailers to focus on
Published on: September 14, 2016
It may seem like a long time in the future for consumers, but as every retailer knows Christmas is coming – fast. Now is the period for finalizing plans and ensuring that the vital holiday season goes as well as possible. Customer service and the experience you offer consumers is a critical part of this, so what should companies be doing NOW to ready themselves?
Can you afford to lose half your customers?
Published on: September 09, 2016
Recent research highlighted by customer service guru Shep Hyken demonstrates the importance of delivering an experience that meets the needs of your customers. It found that businesses in the US are losing $62 billion every year, due to people switching following poor customer service. Just under half of customers (49%) said they switched after a bad experience....
The importance of understanding language in customer service
Published on: September 07, 2016
People use a whole range of different words to refer to your products – many will differ from those words that your organization uses internally. For example, research found that there are 57 names for the humble TV remote control, including the flipper, the changer and even the doofangle. This wide range of language can create problems for customer service...
What do consumers want from brands today?
Published on: August 26, 2016
Companies understand that meeting customer needs is central to business success. But it can be more difficult to find out what consumers value most when it comes to the overall experience – and what drives them to switch to rivals. New research from the Institute of Customer Service (ICS) therefore provides some vital insight - read on to find out more...
The importance of the Knowledge Manager to customer service success
Published on: July 29, 2016
In my previous blog I outlined how important knowledge is to successfully deliver customer service and how to overcome the challenges of creating a centralized, multichannel knowledge base.Ensuring that knowledge powers your customer service isn’t just about technology – and certainly doesn’t stop when your knowledge base goes live. You need to make knowledge a strategic priority
6 ways to transform social customer service
Published on: July 22, 2016
Social media has fundamentally changed the relationship between customers and brands, providing consumers with a mouthpiece to share their feedback with people across the world. The openness and simplicity of social media is therefore both a challenge and an opportunity for companies. Get it right and provide the personalized, fast response that consumers demand and you will boost engagement...
Is a lack of consistency letting your customer service down?
Published on: June 29, 2016
Consistency is an essential part of customer service and the overall experience. Failing to provide the same level of service, and consistent information across multiple channels annoys customers and is bad for company efficiency and brand reputation.Customers want to get consistent and accurate information and answers from a brand, whichever channel they use to make contact. At the same time they...
Overcoming the knowledge challenges in customer experience
Published on: June 22, 2016
In today’s fast moving economy, businesses rely on knowledge in all formats to drive their operations. In this digital world we know more and more about our customers and their needs, and successful organizations use this to deliver an improved, consistent and faster customer experience that builds customer satisfaction, loyalty and increases revenues.However, creating a ...