3 counter-intuitive customer service lessons entrepreneurs should learn

The only thing that differentiates your business from the competition is the quality of the overall customer experience. And if any aspect of a customer's experience falls short of expectations, you'd better make sure your customer service is exemplary. To build a successful business you need satisfied customers who are loyal to your brand, will return for more, and will recommend you. And good customer service is a vital part of the overall customer experience. Here, Alex Gold shares some impor...
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How to reduce customer service email response times to one hour or less

In an increasingly competitive marketplace, customer experience reigns supreme as a key differentiator. While customers value personalization, a simple purchasing process, friendly customer service and accurate information, the most important attribute of a great customer experience is a fast response time to queries and complaints. In our fast moving digital age, customers have high expectations and the standard email response time of 24 hours falls short of delighting them. To help sharpen you...
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How to deal with difficult customers using these 7 psychological strategies

Although any difficult situation with a customer can be challenging, it also offers you an opportunity to build trust with your customer and improve your relationship with them. The first step to handling any concerns, complaint or problem raised by a customer is to remain calm and professional. Whatever the issue is, with the right approach you can demonstrate that you care about the customer's problem and work with them to find a solution. With that in mind, Meg Prater shares here some top tip...
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How to effectively manage your company’s online reviews

  Online reviews and customer feedback can be a powerful sales tool. Most consumers are greatly influenced by customer reviews when it comes to making buying decisions and many will hesitate to purchase a product or service if they can't find any reviews. It's not just the stellar reviews that build consumer trust however. Most people prefer to see a mix of both positive and negative reviews, and negative feedback offers you a valuable opportunity to demonstrate excellent customer service. ...
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Why AI can’t fix your broken customer service model

Businesses can't afford to skimp on customer service. Consumers want brands to show they understand and care about them before they'll make a purchase and just one bad customer service experience is enough to drive them away, according to research. Yet contrary to what some people think, artificial intelligence (AI) isn't the answer. "If a company doesn't value its customers, then it doesn't matter how much technology they throw at customer service — it won't get better," writes Dr Vinod Vasudev...
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9 expert tips on avoiding the pitfalls of customer service

Customer service is the defining characteristic of successful customer relationships yet, despite its maturity there are still many failures in customer service in 2018, writes Oliver Pickup. In this article from The Future of Customer Service digital report, Pickup explores the challenges retailers encounter in delivering high quality customer service and why they're still occurring. He also shares some top tips from top executives and business leaders on what they consider to be "the best...
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The bot plan: Your guide to making conversations convert

Businesses of any size can benefit from the chatbot revolution that's already transforming the customer service space. Bots allow you to reach consumers 24/7 and improve the customer experience through personalized interactions and opportunities to gather actionable data. And the improved efficiency compared with traditional call centres can "make a truly extraordinary impact on a company's bottom line (not to mention the immeasurable impact it has on customers' feelings about the company)," wri...
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Questions and answers to define your social media strategy

Brands are having to work harder than ever to cut through social media noise. To stand out in an already crowded and rapidly evolving social media landscape you need to formulate an effective and coherent strategy for each social media channel you use. And the first step is to consider what you want to achieve with your social media presence and how it fits in with the rest of your marketing activities. Here, Shane Donnelly shares the questions you need to ask yourself, together with some top ti...
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Your best opportunity for growing business: The customer experience

While price and quality are the most important factors in their purchasing decisions, 73% of U.S. consumers say customer experience is the next most important factor. And even the best loved brands can't afford to be complacent when just one bad customer experience could mean losing a quarter of their customers in a single day, according to a PwC consumer intelligence report. The figures also show that only 49% of consumers are satisfied with the customer experience most companies provide, which...
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The psychology of customer service: Science-backed tips to increase customer satisfaction

Creating a positive customer experience is crucial for building a good reputation for your business and growing your customer base. Every customer who feels valued and enjoys their experience with your company is not only more likely to become a repeat customer; they're also more likely to recommend your business to others. While you can't please everyone all of the time, your aim is to have as many satisfied customers as possible. And to help you understand what makes a great customer experienc...
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