Will 2019 finally be the year that we exclusively converse with robots rather than humans at the customer care counter? While this may not be the case across all industries, technology’s impact on customer service is hard-to-ignore.
Read MoreWhen employees hear the word ‘training’, they usually associate it with it being a formal theory-based session.
Read MoreThe modern consumer is firmly in the driving seat, especially when it comes to purchasing products and services.
Read MoreUsman Ghani (February 26, 2015)
Many retailers believe that constantly working on gaining new customers is the key to generating profit. That is why majority of their marketing campaigns are focused on attracting new customers. However, in reality this notion is not quite true because several studies have shown that it’s the repeat customers which enable organizations to generate more … Continue reading 4 Tips to Increase Repeat Business
Read MoreUsman Ghani (February 25, 2015)
One of the most important consideration for customers in choosing a particular brand is consistency in service delivery. A survey conducted by McKinsey & Company across 14 different industries revealed that customer journey is important for customers. The study concluded that pleasing customers with the expected level of quality increases customer satisfaction by 20 percent … Continue reading 5 Reasons Why Service Consistency Matters to Customers
Read MoreUsman Ghani (February 25, 2015)
When it comes to customer service, most businesses rely on the conventional reactive approach since it is inexpensive and predefined. Customers are not the same as they were a couple of decades ago, they are more sensitive and demanding now, so the ways in which customer support is delivered also needs modification. Proactive customer service … Continue reading 7 Essentials of Proactive Customer Service
Read MoreMuhammad Farrukh Iqbal (February 20, 2015)
Customer Service standards are a key differentiator between an ordinary and a well performing organization, no matter which industry sector it belongs to. The overall user experience at multiple touch points defines customer expectations. There are many reasons why Customer Service standardization is important. The first and most important factor is the comparison that customers … Continue reading Top Five Best Ways To Standardize Customer Service Quality
Read MoreUsman Ghani (February 18, 2015)
In the present day, nearly everything around us is automated, whether it’s cooking food, doing business or even reserving a table at a restaurant. In this scenario, it’s hard for customer service industry to evade automation. Especially, when it offers numerous advantages to both businesses and customers such as reducing customer wait time, lowering operational … Continue reading Pros and Cons of Automated Customer Service
Read MoreUsman Ghani (February 17, 2015)
One of the simple and smart ways of engaging your customers is through sales and discounts. Wondering whether it would work for the shopaholics, casual and need based customers equally? Put yourself in the customers’ shoes and think about it, would you not develop association with a brand that always has exciting discount deals on … Continue reading Discount Strategies to Enhance Customer Loyalty
Read MoreUsman Ghani (February 13, 2015)
Differentiation of pricing cannot create the same effect and satisfaction, which a premium and delightful service experience can. Research by Bain & Co. shows that a “customer is 4 times more likely to buy from a competitor if the problem is service related vs. price or product related”. Making your customers fall in love with … Continue reading 5 Rules for Making Your Customers Fall in Love with You
Read MoreUsman Ghani (February 11, 2015)
The most challenging task for a brand is to provide a holistic customer service experience, which meets the demand of all kinds of customers. The difficult part is in trying to cater to the needs of different kinds of customers as every one of them has distinctive personality traits. Offering a unique and quality customer … Continue reading Tips to Smartly Handle Different Kinds of Customers
Read MoreUsman Ghani (February 10, 2015)
One of the most important components of customer service is problem solving for customers. Problem solving usually involves angry or disappointed customers, which is why the matter needs attention when handled. Customer service and problem solving go hand in hand, since customers mostly contact the customer service team when they are faced with a problem. … Continue reading Top 4 Skills for Effective Problem Solving
Read MoreUsman Ghani (January 30, 2015)
With the internet and globalization providing customers nearly limitless choices, power has shifted from businesses to consumers. Consequently, it’s the customers that are making the call now. This major shift in power has made it extremely tough for businesses to sustain differentiation on the base of price or product alone. This has left businesses with … Continue reading Short and Long Term Effects of Poor Customer Service Delivery
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