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...

“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...

Customers have heightened expectations from brands like fair pricing and excellent customer service. After all, they have the power to switch between brands, and they can choose the one that ticks all their boxes.  Having the right tools can ensure you can match up to evolving customer expectations and drive brand loyalty. Customer expectations make...

“People don’t care how much you know until they know how much you care” – Theodore Roosevelt It’s not the amount of knowledge you are willing to offer, but the efforts you wish to take to keep your customers satisfied and loyal to your brand. Customers wouldn’t see what you have to offer, but what...

It’s not just great communication skills that make a customer support operator great at their job. 62% of customers say that a representative’s knowledge and resourcefulness play a key role in creating a good experience. That means being consistent at learning and acquiring knowledge can help operators shape a customer’s journey better. But, where to...

According to a study by Microsoft, 56% of people around the world have stopped doing business with a company because of poor customer service experience. That’s quite a shocking revelation but something that every business owner wouldn’t like to experience. However, it also indicates that a lot depends on the kind of customer service operators...