Topics: Customer Service, customer feedback, surveys, customer retention, customer satisfaction, convey value to a customer, Customer Care, Customer experience, customer focus, testimonials, customer testimonials
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?
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.
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.
If you ask your customers to think too much about the job you’re doing, they’re not going to tell you how well you’re doing it.
No question about it. We want to get feedback from our customers – but here’s the thing: they’re not always willing to tell us what they think, even when we offer them the opportunity. What’s up with that?