Customer Care
Learn more about customer care related blog posts.
Don’t Believe Everything your CSAT Scores Tell You
When companies compete on the basis of customer experience, the metric that is most often used to gauge performance is customer satisfaction (CSAT). And while CSAT is certainly an important measurement for any company to track, it’s not the only (and probably not the most complete) one.
9 Tips for Taking Social Customer Care to the Next Level
For many consumers, social media is increasingly becoming a preferred care channel. But for businesses, this channel comes with its own unique challenges that distinguish it from the rest of your customer care strategy.
What Drives up Customer Effort? (And How do you Fix It?)
It’s no secret that providing a great customer experience brings tremendous benefits for brands, including increased customer satisfaction, improved brand loyalty, and even additional revenue opportunities.
Your Customers are Waiting – But for How Long?
Across industries, it’s easy to see that CX is increasingly becoming one of the most important competitive differentiators (more than 80% of companies, in fact, say this is true for them). It’s true that customer experience encompasses a wide range of functions for a brand — from website experience, to shopping and purchasing experiences, to after-purchase care.
Why Your CIO Should be Involved in Your CX Strategy
It should come as no surprise that getting the customer experience (CX) right is a company-wide endeavor.
Social Customer Care: Why It’s Important and How to Master It
There are millions of social conversations happening about brands every day across social media sites — and more and more of these conversations are from customers with questions and concerns. In fact, Gartner estimates that by 2020, 90% of brands will be utilizing social media for customer service.
[Infographic]: Free Your Customers from the Customer Effort Maze
You might think of customer experience as a journey. But for your customer, it can feel more like a maze.
3 Reasons to Focus on Customer Effort
In today’s customer-obsessed marketplace, customer service interactions are now some of the most critical touch points an organization has with its customers. Which means measurements like Customer Satisfaction (CSAT) scores are increasingly important — all while high scores are ever harder to come by.
When it Comes to your Customers, Obsession is a Good Thing
Raise your hand if you’ve heard this before: “Customer experience is the new marketing.” Or: “Companies are now competing more on customer experience than product or price.
5 Questions You Should Ask to Improve CX
Recent research shows that improving Customer Experience (CX) leads to positive gains in revenue. Which means that — in the near future — leaders in CX will outperform laggards in generating revenue growth. Your customers want quick, easy access to the information they need via the most convenient channel.
What is the CMO’s Role in CX?
With technology evolving rapidly, so is the evolution of the customer experience (CX). The customer journey is no longer linear – which means understanding the customer to create a simple, straightforward path to getting things done is more important than ever before.
Customer Care in the “Age of the Customer”
The average consumer is exposed to many brands on a daily basis – numerous products and services they could ‘hire’ at their fingertips 24/7. In this hyper-availability and hyper-adoption era, it’s understandable why brands struggle to stand out in the eyes of the consumers.
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