Topics: Customer Service, handling customer service, active listening

Topics: employee engagement, Customer Service, Customer Care, trends

Reviews aren’t always glowing, and that’s OK

Topics: Customer Service, customer feedback, customer retention, customer satisfaction, Customer Care, Customer experience, customer focus, testimonials, customer testimonials

Testimonials aren’t reviews

Topics: Customer Service, customer feedback, surveys, customer retention, customer satisfaction, convey value to a customer, Customer Care, Customer experience, customer focus, testimonials, customer testimonials

It’s not always as simple as asking for feedback

Topics: Customer Service, customer feedback, surveys, customer retention, customer satisfaction, measurement, Customer Care, Customer experience, customer focus

By now you should have thousands of reviews, right?

Topics: Customer Service, customer feedback, customer satisfaction, measurement, Establishing value, Customer experience, customer focus, Net Promoter Score

Topics: Customer Service, customer feedback, surveys, customer satisfaction, measurement, Customer Care, Customer experience, customer focus

Customer service has an inward flow. Customer care flows outward. You need to know who should practice each, and how both contribute to the overall customer experience.

You wouldn’t be reading this if you didn’t have competitors that are snatching up prospects and customers. You do – and they can match you on price, as well as quality. How, then, do you differentiate yourself?

Topics: Customer Service, Customer Care, Customer experience

An insider look at some exciting tech tools for customer service 

Providing customers with the attention they demand—and deserve—means not only being available but also being patient enough to address their concerns respectfully. 

Topics: Customer Service, customer satisfaction, measurement

The pros and cons of social media to get customer opinions

Social media is a popular way for companies to engage with customers one-on-one. Many companies use their social media platforms as a way to solicit feedback and learn what “fans” are thinking so they can address potential problems. On the flip side, more and more customers are choosing social media as the preferred method for reaching companies when they have an issue. In fact, a Conversocial study found that 43% of customers now expect social media channels to be integrated with other customer service channels.

Topics: Customer Service, customer feedback