POST CATEGORY : Customer Service

The Ultimate Guide to Customer Retention: Strategies, Benefits, and How to Get It Right

In today’s competitive business landscape, customer retention is more than a mere buzzword—it’s a strategic priority that can make or break your business. While many companies focus on customer acquisition, it’s far more cost-effective to retain existing customers. In fact, research shows that retaining customers can be five times cheaper than acquiring new ones, and increasing customer retention rates by as little as 5% can boost profits by as much as 25% to 95%. So, how do you develop a rock-solid customer retention strategy that keeps your customers loyal and engaged?

Customer retention effort

In this article, we’ll dive deep into the nuances of customer retention, exploring proven strategies, benefits, challenges, and tools that will help you strengthen your relationships with existing customers, while laying the groundwork for long-term success.…

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The Customer Always Right: The Impact of Entitled Consumers on Small Businesses

The adage “the customer is always right” has been a guiding principle in customer service for over a century. This maxim emphasizes the importance of prioritizing customer satisfaction. However, in today’s hyper-competitive market, the interpretation of this principle has evolved, sometimes leading to unintended consequences.

Annoyed customer

This article explores the impact of entitled consumers on small businesses, examining the origins of the “customer is always right” philosophy, its effects on business operations and employee morale, and strategies for balancing customer satisfaction with sustainable business practices.

The Origins of “The Customer Is Always Right”

The phrase “the customer is always right” was popularized by retail magnate Harry Gordon Selfridge to convey the importance of customer service in retail.…

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How to Use AI to Resolve Customer Complaints More Quickly and Efficiently

Understanding and compassion. These are two traits that most customers crave from the brands they prefer. According to a recent Wunderman study discussed in the Adobe Experience Cloud Blog, nearly eight out of ten buyers want companies to care about them. While making your buyers feel cared for throughout their shopping journey is important, it’s especially critical when they’re unhappy. This is where AI can greatly help you and your team members.

Using AI for handling customer complaints

AI products, such as CRM platforms or niche plug-in solutions, can make it easier for your brand agents to resolve customers’ concerns quickly without losing the personal touch. The reason is simple: AI can rapidly handle any processes that can be automated.…

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How to Build a High-Performing Remote Customer Service Team

Remote work is becoming increasingly popular, and this trend is also affecting customer service teams. A recent survey found that 70% of customer service organizations have remote employees.

Remote customer service

Building a high-performing remote customer service team can be challenging, but it is possible.  Here are some strategies that can help you succeed:

1. Define Roles and Responsibilities

Effective management hinges on clear communication. Start by defining each team member’s roles and responsibilities within your customer service team. This clarity aligns employees with your company’s culture and goals. Determine the skills and qualities required for success in customer service positions and seek candidates who possess them.…

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Maxim Gorin Shares Strategies For NEMT Service Providers To Improve Customer Experience

Non-Emergency Medical Transportation (NEMT) service is important to the healthcare industry. The primary objective of this service is to help patients receive transportation to medical appointments when they cannot use conventional modes of transportation on their own. NEMT improves patient outcomes by ensuring people can access medical care without barriers.

NEMT service

photo credit: MTA / Flickr

Therefore, it is vital for NEMT service providers to continually improve their services to increase patient satisfaction. Maxim Gorin discusses strategies to help NEMT providers improve customer experience.

Implement Transparent Communication Channels

Clear and open communication between the patient, NEMT service provider, and the medical staff is critical for a successful transportation service.…

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Go Online to Aid Your Customer Service Career

When it comes to forging a successful career and achieving your career goals, it can really help to have the right tools and resources to hand. This is something that can make it easier for you to find, get interviews for, and secure the ideal jobs based on your skills, interests, and qualifications. One of the things that have helped many people to achieve this goal is modern technology, with many people turning to the internet in order to aid their career success.

Customer service career

If you are keen to develop or progress within a career in customer service, there are many online tools and resources that you can turn to.…

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Top 10 Help Desk Metrics You Need to Track?

Having a powerful help desk tool at hand empowers your business. But what metrics should you track in your help desk for BFSI (banking, financial services, and insurance)? In our article, you will find out about ten key customer support metrics that would help you track everything.

Help desk

Source: Freepik

1.  Email conversations

The email conversations metric helps you track all the conversations with customers created directly on your help desk. Tracking it will also help you understand the scope of work that your agents are dealing with.

This metric can be handy when divided into segments and tracked according to such filters as a certain period, the agent who worked on the task, or issues related to a specific tag or topic.…

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3 Practices to Exhibit Fantastic Customer Service

As a company, it should be your top priority to give your customers what they want—it’s how businesses stay afloat, after all—with businesses like accounting firms, retail stores, and medical centers, like Northwest Surgery Center, all aiming to provide their patients and customers with the best possible service or product they can offer.

Fantastic customer service

To accompany this, many companies have customer service centers or representatives whose jobs are specifically tailored towards providing this support, and you want to ensure that your company’s customer service department can adequately handle any needs.

Here are three practices to implement for fantastic customer service.

Put on a Good Attitude

Having a good attitude is 80 percent of the game when it comes to customer service.…

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Importance of Customer Service in the Post Pandemic Era

Customer service is an essential unit of any company. Stats suggest that it is five to twenty-five times more expensive to acquire a new customer than to retain an existing one. This is because there are a lot of components that go into acquiring a new customer and in comparison, much fewer resources and efforts are needed to provide a good customer service experience that is vital for customer retention.

Post-pandemic customer retention

After the pandemic, it has become even harder not only to acquire a customer but to retain them as well since most people are going through a critical financial situation that has made them more skeptical about how they spend their hard-earned money.…

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Listening to Your Customers to Improve Your Business

If you’ve just started your business and are wondering how to ensure its success, you’ll know there’s no certain solution. Yet, you can significantly improve the chances of getting your business off the ground by listening to your customers.

Listening to customer

Payments

Being flexible with payments and offering more options will always appeal to more potential customers. PAX SDK helps you accept credit card payments and other payment options, whether your business is retail, hospitality or creative. If you’re unsure about using this, you can access full support on how to use the equipment and ask any questions you have about processed transactions.…

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