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The power of social media and the web has transformed the way businesses interact with their customers and try to create awareness as well as brand loyalty. In order to inculcate strong relationships with your customers, companies need to develop strategies which attract and engage customers effectively. Smart Communication The importance of communicating with customers … Continue reading Strategies for Successful Online Customer Engagement

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As businesses around the world aim to develop effective customer relationships, the quality of a customer service call plays an increasingly important role in winning customer loyalty. A research carried out by Verint an analytical software supplier, across six countries concluded that only 22% of consumers were ready to accept poor customer service, in exchange … Continue reading The Secrets to Successful Customer Service Calls?

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What is CEM? Customer Experience Management (CEM) is a process of managing all the interactions that a customer has with the company across various channels. There are a lot of things that build up the customer experience delivered by your company. It is the more holistic aspect of B2C interactions, creating and managing each experience … Continue reading Learning from the Best to Improve Your CEM

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Mobile Technology is exactly what the name suggests – Portable technology that can be carried around, which can help the user perform multiple tasks. As mobile technology penetrates into the lives of ordinary people, more and more consumers are willing to shop online and conduct other e-commerce activities. According to a report published by the … Continue reading Tips on Using Mobile Technology for Improving Customer Experience

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What is Customer Lifetime Value? Customer Lifetime Value (CLV) is the value that a company derives from a customer during the “Time” a customer does business with the company (where Time = total time when customer purchased product or service from the company), calculated at present time (adjusting time value for money). This definition is … Continue reading Customer Lifetime Value – Concept and Application

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There is no doubt about the fact that the working environment, training, incentives, management etc. have a huge impact on the quality of customer service being delivered by the frontline staff. However, hiring the right kind of employees for customer service positions who have certain personality traits is the first step towards ensuring better service … Continue reading 4 Traits to Look Out for in Customer Service Representatives

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Ever wondered, what’s the secret ingredient, which keeps bringing you back to your favorite café’? Is it the smell of a strong brewed coffee early in the morning, or the mellow lounge music which plays in the background, or simply having the option to endlessly relax on the leather couch? Café owners might be able … Continue reading Branding and Customer Service for Café’s

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In this highly competitive era for the airline industry where one event can trigger oil price hike and send the profit margins tumbling down the drain, the level of efforts required in order to not only survive but thrive are a lot higher. There are many factors that have to be considered to make an … Continue reading Customer Service Best Practices for Airline Industry

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Understanding Consumer Behavior: In earlier times, the focus of a business would merely be on product quality, good delivery time and smart pricing to ensure that it would manage to attract a large customer base. As companies expanded, there became a strong need to understand the wide-ranging behavior of consumers to better ascertain how to … Continue reading Formulating Customer Service Strategies Based on Consumer Behavior

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With the abundance of malls and shopping centers to choose from, it has become harder for businesses to create a competitive edge in the market. Customers have become smarter about what they demand, giving as much priority to service as to product range or options available at an outlet. In order to make sure the … Continue reading A Guide to Customer Service at Shopping Malls

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