“If your retention is poor then nothing else matters.” – Brian Balfour There is no denying that the ground rule of business success is inherently intertwined with customer success. Effective sales are no longer just about ‘one and done’ transactions now, but are more about adding value in every step…
Customer experience is among the most influential drivers of successful businesses — one bad experience, and you’ll surely drive customers away. PwC surveyed 15,000 consumers and discovered that 1 in 3 customers will leave a brand they love after just one bad experience, while 92% would completely abandon a company…
Customer support is reigning supreme again, thanks to advances in technology and user expectations. It has become a critical driver of an organization’s credibility, customer loyalty, and customer satisfaction. While companies have been applauded for delivering stellar support, many are relentlessly chastised for delivering outmoded reactive support. According to the…
Time is of the essence, especially in the world of support where companies are always racing against it. Every time customers contact the support desk with a problem, they want an instant resolution. If you fail to live up to their expectations then the onus of customer churn is on…
“We know more than we can tell.”— Michael Polanyi Do you believe that knowledge is something that can always be recorded in words, visualized, and taught? Sorry to disappoint you, but this isn’t the case always. Can you teach someone innovation, sales, or leadership? Well, NO. These are elusive skills…
The business landscape is changing rapidly. Organizations are now making strides to carefully create unique, compelling CX strategies to stand out in a volatile global market. According to a PwC report, 85% of consumers would pay more for greater convenience, and wouldn’t mind paying a premium for a friendly, welcoming…
I was frustratingly trying to connect my smart T.V. to Netflix yesterday when that little circle kept rolling, trying to load. Then, an error code popped up with the hideous ‘please try again in some time’ message. In less than a minute, my iPhone chimed with a new notification: an…
One of the key findings from the Gartner Customer Experience Management Survey was that customers are more likely to renew a relationship if their interactions with a company are fast and easy. So, the burning question is, how do your agents prioritize support tickets or service requests efficiently? Cognitive technology…
It’s high time companies made some changes to improve support agents’ experience and quality of work life. After all, agent experience is as important as customer experience, and elevating the former propels the latter. How do you improve your agents’ experience? By employing technology that aids agents in finishing mundane…
When a customer avails of your service and/or buys your product, there are two scenarios that are likely to happen. One, they could patronize your services for a long time to come. Or two, you could fall short of their expectations and indelibly mar the CX. The latter is often…
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