Tag - customer service

Customer Amazement Summit

10 Big Reasons You Should Attend the Customer Amazement Summit

What's one statistic that matters tremendously for small businesses? Customer loyalty. In other words: Are customers coming back? This is especially important in today’s business climate, as small businesses will need to prepare for a post-pandemic world. On September 15 the Customer Amazement Summit will go live online and show entrepreneurs how to deliver an amazing...

Customer Experience is Everything to Small Business

Want Growth? Focus on the Customer Experience

Ramon Ray had a quick chat with Molly Moore, head of marketing at Ruby Receptionists, at B2SMB in Napa, California about the importance of customer experience. Ruby Receptionists provides virtual receptionists. They wow callers and their customers’ customers by answering their phones acting as consummate professionals. Molly says that they provide the human connection customer...

leadership

3 Things You Can Do *Right Now* to Improve Your Customer Experience

Remember that time you received less-than-stellar service from a business, then enthusiastically returned to spend money there again? Oh, right. Me neither! I’m sure I don’t have to tell you the quality of your customer service matters more than ever. Regardless of the size or tenure of your business, delivering an excellent experience to your customers is...

Why Businesses Need Human Customer Service Workers – Not Robots

Customers seek small businesses for the individualized and attentive service they don’t always receive from large corporations. While this personal touch is a competitive advantage, it’s under threat. 32 percent of organizations are shifting customer service from live assistance to automated service, likely as a long-term cost cutting measure. Robotizing customer interactions has hidden and...

context awareness

Why Context Awareness is the Key to a Successful Customer Service Team

As a customer, I've had quite a few customer service interactions that quickly went south. Most often, the agent simply could not make that connection with me, and the exchange pretty much ended with displeasure. Did they not understand what my question was? Were they not the best person to answer my question? How...

How to Use a CRM to Close the Gap Between Sales & Service

How to Use a CRM to Close the Gap Between Sales & Service

For me, the importance of having connected sales and service teams can be summed up in one frustrating experience I had as a consumer. I was a long-time loyal customer of a particular company and called for assistance with a relatively routine issue. The service rep did not have access to my sales record...

Keeping an Eye on your Loyal Customers

Keeping an Eye on your Loyal Customers

The customer relationship is not over at the end of the sale. In fact, that is when it has just begun. Statistics show new customers cost an average of six to seven times more to acquire than selling to a repeat customer. In fact, it is estimated that 80% of a company’s business comes...