In recent years, customer relationship management (CRM) platforms have become essential to any customer care specialist looking to deliver excellent service or support. However, not everybody realizes that a correctly implemented CRM system can do much more than manage customer service for a business. It allows organizations to harness the power of their customer data […]
Read More
In any industry, and given identical market conditions, there are always five percent of companies that outperform the competition. They’re not lucky; they are simply better at planning and executing. Having solid systems in place for both garners measurable results in terms of employee engagement and customer experience — and therefore your bottom line. Is […]
Read More
What does executive coaching have to do with a company’s focus on delivering on its promise to customers? The answer is simple, but it’s one many executives don’t know — everything. While many companies pay lip service to an extreme focus on the customer experience, upon closer inspection it becomes evident that customer care is […]
Read More
The influence of social media needs no introduction. Consumers now demand that their complaints be acknowledged and resolved quickly. In fact, most consumers would rather solve an issue online than through traditional methods. The shift to social media for these practices is the basis of social customer relationship management. Businesses are turning to social media […]
Read More
In an industry with more than 21,000 competitors, how are we still ticking — and not just ticking, but growing after 16 years? It is hard to reduce all the moving parts to only one reason, but on the whole it all boils down to customer service. What does customer service mean to us? Responsiveness. […]
Read More