‘Omnichannel’ has passed buzzword status and is now heard left and right in discussions on customer service. It is the combination of pathways, using different technologies, between the customer and the business. For example, web-accessible information that can also be reached over the phone or that links a customer to other methods of contact, such […]
Any business with customers should know that their business is centred around the people they work with and their satisfaction. Bad customer service is enough to drive customers away forever and sacrifice their trust and your business’ reputation. Businesses lose up to $62 billion every year due to bad customer service. But does the bad […]
Today’s online market is so incredibly diverse that it can be hard to know where to start with digital marketing. Obviously, you need a rather elaborate yet flexible strategy in order to get to the top in this game. But first, you need to assess your challenges, to see what you’re up against. This is […]
It almost seems that we’ve put ourselves in a slump these days, after going overboard with technology in customer service to no avail. ‘Technology gone wrong’ is defined by the frustration customers feel as the human touch dwindles in sight of technology overload. In fact, more than half of consumers say they prefer customer service […]
Taking an interest in feedback is the key factor to the improvement of a business’ customer service. After all, brainstorming solutions without knowing the real problems is totally pointless. So, what are customers thinking? While 80% businesses are out there saying their customer service is superior, only a sorry 8% of customers agree businesses don’t […]
What is “competitor research”? One of the biggest mistakes a business can make is to jump ahead to content, keyword and link developments. The missing step, of course, is researching what areas will need to be worked on. The easiest pointers we are given as to what will work is all hidden in what our […]
Marketing is always a case of call and response. There is no point in pitching to a room of empty people. There is still no point in pitching to a room full of people who don’t care about the topic you’re pursuing. We need constant feedback from our audiences to give us direction and a […]
Customer Service quality is what divides businesses up into those that have loyal, grateful customers and those that have customers whispering rumours of their bad service. Those in the first group are, of course, the ones making a larger profit as 45% of customers will pay more solely to guarantee impressive service levels. Bringing the […]
In order to achieve excellent audience insights, we need excellent audience tools. Thankfully, such tools exist, since without them, online marketers in a world this competitive would essentially be in the dark. Many people look to Google Analytics to get a large quantity of their data, but other great tools exist. To get the best […]
The most competent companies are led by CEOs who are truly customer service focused and make clear decisions based on connecting people. A good CEO would not distance themselves from customers with a high and mighty mindset but would do the opposite and creates easy paths to their customers. Customer service needs to move from […]