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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

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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

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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

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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

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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

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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

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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

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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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Customer Value can be defined as the satisfaction a consumer feels after purchasing a product or service which is measured in terms of what the customer has to give up in order to acquire the said product or service. The customer value created can be determined using two main criteria: Repeat Sales and Customer Loyalty. … Continue reading How Businesses Can Effectively Enhance Customer Value

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The use of technology is consistently on the rise as the digital savvy generation becomes increasingly dependent on it. In fact, they have become so accustomed to smartphones and other devices that they now shop and pay their bills online. Seeing the increased use of technology and behavioural change of Gen Y, it seems inevitable … Continue reading How to Enhance Customer Service of Banks Through Digital Media

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