No one really wants to lose 82% of your customers, right? They do if they have bad customer service. A recent survey published in the Customer Experience Impact report found that 82% of consumers said that they stopped doing business with a company because of a bad customer service experience. [...]
SURVEY RESULT: 86 percent of U.S. adults will pay more for a better customer experience. So why do companies continue to cut customer service costs and increase spending on marketing? Customer service is a hard job. I’ve previously discussed how customer service is harder than programming, but there’s something even [...]
If there’s one call center metric that destroys the quality of the customer experience, it’s the call time report. I can’t think of another report, outside of accounting reports (sorry accounting folks, it’s not for me), that I find less useful for me as a manager to determine quality. The [...]
Making Work Great Doesn’t Cost a Lot. And it’s completely worth it. My number 1 rule for work is MAKE WORK AWESOME. Making work great doesn’t have to cost a lot. If you’re ever by our offices, stop on by. You’ll find many of these things there. I love it, [...]
Being able to implement better customer service development techniques into your business will in turn, help your business to grow and become stronger. When all the staff inside the organization work well together, then a positive vibe is created and that reflects well when a client walks into the company [...]
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A customer experience blog. Talking customer service, customer experience, and wowing the customer.
