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Customer success has the unique distinction of being both the #1 driver of revenue retention in SaaS companies and SaaS companies’ best kept secret. According to Jason Lemkin, founder of SaaStr, customer success is where 90% of revenue is. For such an important topic, though, the dialogue around cu Read More
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Every customer deserves grand services from the brands they patronize. Here’s how call centers help create this kind of customer experience. Read More
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Private messaging between businesses and consumers on Facebook has come a long way since it was first introduced in late 2011. Many enhancements over the years, including the emergence of Facebook Messenger as an effective channel for business-consumer dialogue, have established Facebook as a power Read More
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What does it take to exceed customer expectations when it comes to ecommerce customer service? Speedy responses in all communication channels, as well as handling returns well, make the difference, according to the latest StellaService benchmarks ranking of ecommerce customer service.
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There are no new ideas under the sun, really? So what can you do to help your small business stand out in the marketplace? I have often said that it is a losing proposition for small businesses to compete on price, since large competitors with higher volume can always undercut you. So if there are Read More
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Speed is not a one-dimensional call center requirement. It’s deep-seated within a brand’s customer service strategies, policies, and the customer journey. Customers today are so used to everything being handed to them fast, thanks to the Internet and the explosive proliferation of the smartphone. Read More
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When Chick-fil-A recently announced it was dropping coleslaw from it’s menu in favor of healthier menu selections such as kale and broccolini, the company received a social media backlash nearly akin to the public outrage at the introduction of New Coke in 1985. Read More
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Customer service should be more than just a service—it should be a service so remarkable that it satisfies consumers and empowers customer relationships. Read More
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During the recently concluded Mobile World Congress, Google pushed for the wide adoption of rich messaging. What does this mean for call centers? Read More
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Evry business has had success online by driving massive value. value is what makes people engage and intercat with you. Read More
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