We know that communication is the key to delivering great customer service and to driving loyalty. So that begs the question, why are we still forcing people to use “two struggling channels” (phone and email) to communicate?
There are endless choices for businesses today as we consider different ways to reach our customers or more importantly have them reach us. Direct mail morphed into email which morphed into social media which has morphed into mobile applications. No matter which option you choose for your business, we just cannot ignore the fact that people have their mobile device within hands reach 24-7.
Handling a customer beef is never an easy task. The fact is, regardless of how well a company is run, there will always be customers with complaints, many of which…
My daughter recently convinced my wife and me to read a book by Marie Kondo, a Japanese organizing consultant, who supposedly has been transforming closets, if not lives, with her…
It is that season when we typically do a lot of reflecting. In the business world, we should do this purposefully at the end of each year. Like most entrepreneurs,…
We are all aware that poor customer service affects your business negatively. But what makes customer service "poor" and what are some of the negative effects of bad customer service? Poor customer service often consists of automated self-service, long wait times, inadequate attention to detail, and inexperienced customer service agents (Salesforce). Customer service might also be bad because of a rude customer service agent.
Great customer service translates into higher customer responsiveness for your business. These days, the right technology is crucial when it comes to customer responsiveness. The use of technology can either make or break your dealership. Effective technology makes all the difference when communicating with your customers.
Without pain, there is no problem software needs to solve. Identifying the pain that businesses and consumers experience is sometimes fairly easy, but truly understanding the source of the pain is where great solutions are born. That requires a deep understanding of processes and the people you are building the software for.
Countless times, the person working the telephone in the front of the office has been faced with the same dilemma. He or she is helping the customer standing in front of them and the phone is ringing off the hook. Is there a clear solution to this problem?
Trying to get in touch with a client? Perhaps it’s not a good time for them to answer the phone. Maybe they don’t recognize your number…so you leave them a voicemail. Maybe they’ll get around to listening to it in the next few days…but they might not be checking their voicemail at all.
