If you search the web, you’ll find valuable studies and statistics on customer satisfaction. Those can help you shed light on your own customers’ behavior and understand some of their needs or struggles. But what the studies don’t teach you is how to reach out to your customers and build a friendly relationship with them....

“Your people keep directing me from one person to another.” “I bought your product but it doesn’t deliver what it promised.” “I haven’t heard a darn thing!” If you’ve heard such customer concerns lately, then it means they’ve been through a bad customer service experience with your brand. It’s not like you wanted this, but...

What would you prefer – being greeted like an honored guest while entering a store or just another visitor that needs to be convinced to make a purchase? Honestly, it can get annoying when you come across pushy sales representatives during your buyer’s journey who treat you like a sales target that needs to be...

Are your customers young and rustic or toolbelt traditionalists? Feeling lost as to why we are referring customers with such nicknames? Well, market research firms such as Claritas use these to divide customers into different segments. And why not, it helps you understand your customers even better. Once you know how your customers are and...

Unhappy customers = Higher churn rate = Reduced revenues and profits The math is simple. If you keep disappointing your customers, you’re likely to experience customer churn. And a continued increase in customer churn can result in a loss in revenues and profits. That’s why it is important to identify the right strategies or tips...

“Have we satisfied our customers? Did they find our services up to their expectations?” If you’re asking these questions every time you offer your services, you are a customer-centric organization. But simply asking these questions isn’t enough to gauge whether they are satisfied or not. You need to measure the right customer satisfaction metrics to...

For many years, marketing and customer service have been running in parallel lines, helping businesses acquire and retain customers. While the former helps businesses promote and sell their services based on industry research and advertising, the latter offers assistance and advice to people already using a brand’s product or service. But lately, both customer service...

When almost 60% of customers believe that waiting on hold for a minute is too long, then imagine how a customer-obsessed CEO, Jeff Bezos, must have felt after waiting for more than four minutes to get on line with its own customer service team? Honestly, your customer won’t wait so long and they don’t just...

“How can we retain customers for our brand?” “Where do we start?” If you find yourself sharing the same concern frequently, you need a customer loyalty program. Before turning into global names, brands like Starbucks faced the same challenge. But with the awesome customer loyalty programs in place, they’ve successfully ensured that customers return to...