Can you go more than a few days without receiving a survey from one of the many companies you do business with?
Companies are hungry for data to guide their business, especially data about their customers and their preferences. And when the use of their product or service made it necessary for you to reach out to customer service for assistance, companies are even more interested in how those interactions went.
A lot has been written on performing customer service or customer satisfaction surveys. I would like to offer just a few best practices to consider based on my own experience being on both sides of the survey.
https://www.business2community.com/customer-experience/3-important-considerations-customer-service-surveys-02037297/
Virtually every business owner will tell you that having satisfied customers is a blessing, while dissatisfied customers are a curse. As entrepreneurs we have to deal with both.
https://www.entrepreneur.com/article/289263/
On eBay, there’s one factor that will increase your sales more than anything else—positive feedback. It’s the first thing potential buyers look for, and if you don’t have it, they’ll go find someone who does.
Surveys show that up to 97 percent of customers incorporate feedback into their decision when buying online, while 85 percent trust online reviews as much as a personal recommendation. With over 160 million buyers on eBay, that’s a lot of business to lose out on. Let’s take a look at what you can do to maximize your feedback and increase sales on eBay.
https://www.xsellco.com/resources/customer-feedback-ebay/
Although there is increasing attention for the Customer Effort Score, an “alternative” to the Net Promoter Score, introduced by the CEB (Corporate Executive Board), many questions about it, as well as discussions comparing NPS and CES, remain.
https://www.i-scoop.eu/customer-effort-score/
Gartner revealed over 50 per cent of businesses plan to reinvest in improving customer service experience. Another study showed that 72 per cent of customers will share a positive experience with six or more people. Getting your customer service right not only improves retention and brand reputation, but it reduces the reliance on new business through upselling to an already captive audience.
With this in mind, I’ve written down some of the core activities I believe every small business should be doing in 2018 to improve customer service experience online.
https://realbusiness.co.uk/sales-and-marketing/2018/04/09/why-customer-service-still-remains-the-most-valuable-weapon-in-your-digital-strategy/
Earlier this month I attended Social Media Marketing World, the largest conference on social media marketing in the world. Over the last few years, customer service has shifted from traditional phone support toward social media channels like Twitter, Facebook, Instagram, and others. Dan Gingiss started the Social Customer Care Track and interest has grown exponentially. The room I spoke in this year was three times larger than last year’s room, and we packed the house.
https://customerthink.com/how-to-turn-social-media-customer-service-into-a-marketing-strategy/
As a keyed in customer service leader, you are constantly looking for ways to measure and improve customer experience. Perhaps you have heard of the CES metric, and are considering implementing Customer Effort Score for your team. Let’s talk about what it is, how it can improve your service offerings, and the steps to get you started with CES in your organization.
http://customerthink.com/implementing-customer-effort-score/
New research from NewVoiceMedia shows there are significant gaps between customer preferences and reality. This means many companies are missing out on opportunities to deliver a better level of service, especially through customer support centers where using new technology could not only help improve the overall customer experience, but also help in holding onto existing customers, which leads to more business and, ideally, word-of-mouth referrals.
https://www.forbes.com/sites/shephyken/2018/01/14/is-your-customer-support-killing-your-business/
In a corporate environment, it's easy to get too focused on performance measurement. While individuals within departments concentrate on achieving their personal and departmental key performance indicators (KPIs) by necessity, these, in isolation, must be aligned with other departments and their goals within the organisation.
Occasionally, one department can succeed at the other's expense. Streamlining channels, optimising processes that link back- and front-offices, and monitoring of productivity ensure that competitive behaviour is harnessed in a productive manner, suggests Wynand Smit, CEO of INOVO: "Aligned company-wide goals require a strategy that unifies objectives and provides an environment that works for everyone, one that can be scaled to mirror company growth."
https://www.itweb.co.za/content/KWEBb7yakkA7mRjO/
It might seem like a good idea to use email to resolve customer issues or to simply solve customer issues wherever they find you. It’s simple. It’s cost-saving. But you know what else it is? Messy and risky. Messy, because your communications with customers are all over the place. There’s not a single, unified platform to manage your customers. Risky, because you can easily overlook customers’ messages from email. While it may be unintentional, you are more likely to neglect your customer issues and lose them, which isn’t exactly good for business. Enter customer service software.
https://mopinion.com/best-customer-service-software/
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