Cong Tran

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How Does Customer Feedback Need to Evolve in 2017? | Inc.com

Customer feedback is one of the most important areas of business development. During the customer feedback process, you'll collect information about an experience with your business and use it to make meaningful changes to your approach. If a customer compliments you on something, you can enhance …

Customer Experience

How AI and messaging are redefining customer service

The past few months were full of exciting announcements around two key topics: artificial intelligence and mobile messaging. Both have made significant leaps in progress, and together will make a very exciting year ahead for businesses.<p>This year, Google announced Click-to-Message; Amazon released …

Chatbots

The Best Customer Service I Have Ever Seen | Inc.com

Like everyone else nowadays, I've come to expect lousy customer service. If I go into a big box store, I expect that none of workers will know where anything is kept.<p>If I call for customer service at a bank, I expect to hear horrible on-hold music calculated to make me hang up.<p>I expect companies to …

Customer Service

Here’s What You Do When Customers Start Abandoning Your Business

<i>This piece originally appeared on AllBusiness.</i><p>There are a number of reasons why customers may decide to abandon your product or service. But if you …

The real cost of customer service

Great customer service is what many business owners strive for. A memorable experience from start to finish. We love it as a customer when others get it right. But when organizations get it wrong it can truly negatively impact deadlines, companies and jobs.<p>A hard lesson learned when I had designed …

How 5-Star Hotels Deliver the Ultimate in Customer Service, Day in and Day Out

97% of global consumers report that customer service is important in their choice of and loyalty to a brand.<p>We all know the importance delivering great service to our customers, no matter what kind of business we're in. In fact, 97% of global consumers report that customer service is important in …

3 ways chatbots deliver ROI for customer service

Marketing pros always like to talk about the cool factor. In advertising it drives curiosity. In a new product it creates demand. But with the cool factor for customer engagement, the proof is in the plateau — the plateau of productivity that is, a.k.a. the user adoption promise land in Gartner’s …

Chatbots

Japanese Toilets Taught Me a Lot About Customer Service

They are an indicator of a much deeper culture.<p>After spending the last 10 days in Japan, I have absolutely no doubt that this is the most customer centric culture in the world. In fact I believe the word "customer" actually means "welcome guest" in Japanese, and it shows.<p>How do you sum up exactly …

Six Ways To Avoid Social Media Customer Service Failure

When it comes to social customer care, 92.5% of companies are failing. That’s according to a study by Rational Interaction. Failing as in a big F! And you can’t grade customer service on a curve. It’s either good or it isn’t. It’s either stellar or mediocre, or even downright bad. Either you’re …

Customer Service

It's All About the Customer Service

These days it’s easier and easier to start a business -- that’s the good news. Unfortunately, with low barriers to entry comes tons of competition, so it becomes harder to distinguish your business and win customers. As an entrepreneur with a service-based business (corporate training/keynote …

Business Strategy

How customer service chatbots are giving businesses an edge

With the rise of the mobile, always-on consumer, it is easier than ever for customers to demand immediate responsiveness from brands. Companies are expected to deliver fast, reliable customer service across channels and are under pressure to incorporate new tools and processes to engage with …

The Game-Changing Way to Take Customer Service From Good to Great | Inc.com

I'm in Houston for a conference, staying in a very nice Westin Hotel. My expectations are high when I stay at a Westin--and so far nearly every experience has met or exceeded my expectations: from room décor and cleanliness to the staff's customer service to the quality of the food.<p>But there's one …

Customer Service

Brands have started using Twitter’s latest customer service tools

Brands have been using Twitter as a customer service tool for years, dealing with everything from legitimate complaints to hashtag trolls. Now, a new …

Here's One Way Artificial Intelligence Could Improve Online Customer Service

Some customer questions are pretty simple to answer, and many businesses strive to do so with FAQ documents on their websites. The idea is to keep …

Minimize the Need for Customer Service to Improve the Omnichannel UX

<b>Summary:</b> Contacting customer service often reflects a UX failure, and this happened in 64% of the medium-complex customer journeys we studied. To …

Chatbots are great, but are they right for your brand?

Chatbots are the new cool kids in the mobile world right now. Ever since Facebook announced its Messenger Platform in April, bots seem to have been designated the current ‘it’ technology.<p>Microsoft CEO Satya Nadella declared them the new apps, and the “next big thing.” So what are these things that …

Chatbots

Amtrak Customer Service Is Asking If You're Still Stuck In An Elevator Eight Months Later

Failed GOP presidential candidate Ted Cruz’s former PR person Amanda Carpenter got trapped in an Amtrak elevator at Baltimore-Washington …

Top 10 Customer Service Success Factors

Since last week was national customer service week (hat tip to Toby Bloomberg), I thought of writing a top ten list of customer service success factors.<p>You are successful in customer service when:<p><b>1. You’re doing all the listening</b> – you acknowledge when something needs fixing or help early on in the …

5 Tips For Better Customer Experience Your Business Should Consider - Small Business Trends

Today, customer service is one part of an overall package called the customer experience (CX for short). CX includes every “touchpoint” at which …

Is Customer vs. Customer Acquisition - Strategy - Queen City Media

Often times, businesses place too much focus on acquiring new customers rather than nurturing and retaining the clients that they already have. With …

Customer Experience

Warning: Your Customer Service Isn't As Great as You Think It Is - Small Business Trends

If you were asked right now if yourbusiness provides excellent customer service, odds are you’d probably say you do. Right?<p>In fact, your customer …

A Better Way to Calculate the ROI of Your Marketing Investment

Traditionally, marketers calculate the ROI of a marketing investment by measuring how much sales increased in its aftermath. This is a blunt metric: maybe the consumer had a different interaction with the brand that influenced them. Or maybe they had an intrinsic preference for the brand and would …

Customer Delight

Chapter 1<p>The Fundamentals of Customer Delight<p>On their own, the following strategies are unlikely to result in “delight,” but does that make them any …

Consumers Are No Longer Brand Loyal

In today’s diverse new world of growing consumer demands, fueled by changing demographics and the cultural shift in the market, brands have some work to do to say the least. In the rush of business necessity and the desire to meet quarterly financial requirements from Wall Street, branding has …

Customer support is deliberately unbearable (unless you complain in public)

Companies that lock you in with long-term contracts (mobile phones) or have a monopoly over your business (cable) carefully calculate exactly how …

5 Ways to Improve Customer Loyalty With Social Media

Do you want to keep more of your customers? Looking for ways to nurture customer relationships with social media? Social media can play a pivotal …

Loyalty

Customer Success at Storm Ventures

Creating an Efficient Engine of Growth<p>Doing whatever you can, spending whatever you can spend, to acquire any and all customers — whether they’re a …

The Actually Most Important Metrics to Measure Customer Service You Must not Skip

It’s hard to choose the right metrics to measure customer service performance of your business. Because there is no one single metric that can do all …

Customer Experience

Here’s How to Tell If You’ll Need a Live Chat on Your Website

If you’re running an online business and wondering if you need to install a live chat on your website, check out this article!You already know that …

LiveChat