Fall might just be starting, but customer experience and sales teams know better than anyone: holiday shopping is on the way. Now is the time to prep your teams for the Black Friday eCommerce rush. Customer experience and sales reps have a stressful enough job as it is, and the... more
It’s an oft-quoted saying in IT: 80 percent of customers only use 20 percent of the features in the software they’ve bought. This may sound like an exaggeration, but let’s do an experiment: how many of your phone’s features and pre-installed apps do you actually use? How many more would... more
The many disruptions that arose from the COVID-19 pandemic have led to an evolution in the way we work and the way we buy. Customer expectations have also evolved – often exceeding the capabilities of overburdened customer support teams. Instant and seamless support is now considered a given for consumers... more
Generating revenue: it’s the job of your sales team, right? Not exactly. While your sales teams’ job is to make sales and close deals with new customers, several teams work together to generate revenue. Marketing creates the assets that generate warm leads for sales. The sales team gets conversations going... more
Customer Experience (CX) is a critical facet of your customer care. Your brand wants to make the experience of interacting with your product as smooth and pleasant for your customers as it possibly can be. Your CX team shoulders that responsibility. They nurture the customer through their post-sales journey, they... more
It’s not a fun time to be customer service. According to the 10th edition of the Customer Care Measurement and Consultancy’s National Customer Rage Survey, which has tracked satisfaction and incivility in customer service since 1976, 43% of customers shouted at customer care representatives in 2020, an increase from 35%... more
Customer Experience (CX) teams are the heart of developing strong and lasting relationships with customers. By providing your CX team with the right training and development opportunities, you not only help them grow, but help your business’s bottom line by creating happy customers. It’s a win-win scenario! No one knows... more
If you’ve ever been to the Apple store, you know that it’s kind of an experience: you can buy products there, you can get your devices fixed there, and there are scheduled Today at Apple classes. Like photography? You can learn how to take portraits. Music? There’s a class for... more
What is the value of a happy customer? Quite a bit. According to research, hanging on to existing customers boosts your bottom line: a 5% increase in customer retention can result in an increase in revenue of between 25 and 29%. It’s also much simpler (and less expensive) to keep... more
Your customer service agents are the face of your organization. They nurture relationships with existing clients, troubleshoot your products, and are available to answer questions whenever a customer needs to get in touch. Being a friendly voice on the phone isn’t always an easy job. Some problems are hard to... more
