5 Customer Service Trends You Shouldn’t Miss
Yesterday, I asked Milan Malpensa airport for some information because my mom will travel soon and needs special assistance. As I wanted a quick response, I used Twitter because they provide support thru the account @MiAirports. I have to say that it was great! In just 6 minutes I got their answer avoiding any ‘waiting…
11 Types of Difficult Customers and How to Handle Them [Infographic]
To state the blindingly obvious, your business is nothing without customers. Every interaction a customer has with a business comes helps that customer decide their attitude towards the business. These interactions include: The actual product or service that the business is based on The advertising that the customer is exposed to – whether on social media or…
From Bad to Great Conversations With Customers
The words that we use can make or break a conversation. In fact timing, context and tone of voice play a crucial role in driving sentiment. When it comes to customer service, digital channels are useful but not enough themselves to have smooth, effective communications. How does that actually happen? How can we leverage conversations…
The 3 Most Important Things to Outsource in an Online Business
If you’ve recently launched an eCommerce business, or are thinking of doing so, you’ve probably heard something along the lines of: “One of the best things about running an online business is the freedom it provides.” Running a virtual company does offer more freedom and flexibility than a traditional company might. There is no physical…
Why Great Customer Service is Invaluable In Marketing
In this article, Robert Caruso discusses how great customer service is a form of marketing. More specifically, if you get your customer service right, the word-of-mouth publicity could bring you more customers. It could also earn you brand advocates! This is It is another in our “Great Articles You may have missed” series. Great Customer…
Going Digital? You Need a Customer Information Hub
More and more customers are using digital channels to knock on brands’ doors because they want to get fast and effective replies to their queries. While some brands are already adapting to this new customer service scenario, others remain hesitant when it comes to investing in Digital Customer Service. On one hand, it is a…
Why You Should Consider Outsourcing Your Content
Should you consider outsourcing your content? There may be any number of factors that can help you to decide. And the same factors could (or should) also be applied to your: Lead Generation Social Media Scheduling Social Media Strategy and Management SEO Any other aspect of your business that an expert may be able to…
Stop Wasting Your Customer’s Time If You Want To Keep Them
Putting ourselves in our customer’s shoes is the best approach to serve them best. “Imagine that you need some information. You ask for it, but nobody answers. Also consider that you had paid that brand to get such information, but they just did not do it. So, how would you feel about that?” I guess your…
3 Things To Know About A Customer Service Pilot
Are you planning to launch a new service or to integrate a new support channel? Well, before doing that, you’d better set a test phase during which you’ll get valuable feedback, insights and data. All of these results will enable you to wisely decide whether to ‘keep the new thing going’ or just abort it. So, what…
How To Manage Customer Service Triggers
A couple of weeks ago I met the customer service manager of a mid-sized company. He told me about their first pivotal attempt to deliver support thru digital channels, and why they’ve decided to quit after a short time. Guess what? They quit because they we’re receiving many complaints via live chat and Twitter. Now,…
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