50 Facts That Will Make Businesses Rethink their Customer Service from Desk Desk.com strives to provide businesses with the right insight and data they need to provide exceptional customer service. This particular SlideShare deck was put together for the sole purpose of provoking business owners and managers to stop and reanalyze their customer service organization – not because their… Read more »
Posts Categorized: Customer Engagement
This post is part of the Customer Service Myths Series. Customer Service Myth: We have few complaints, therefore almost everyone is happy. Fact: Few customers complain, especially to headquarters or a manager. A recent airline flight was delayed by a minor maintenance issue – we ended up arriving more than 90 minutes late. Although the crew relayed information… Read more »
The “Thank You Effect”: 50 Small Ways to Improve Customer Service from Greg Meyer @grmeyer Today’s blog post and SlideShare was written by Desk.com’s Manager of Customer WOW, Greg Meyer. Check him out on twitter at @grmeyer What Can You Do Today to Make Customer Service Better? “The Thank You Effect” is an example of… Read more »
In an age where the social customer has risen to new heights, customer support teams have been required to adjust to meet the needs of their customer base more than ever. For Desk.com, our team strives to provide what we like to call: “Customer WOW” The real Customer WOW happens when you combine empathy and… Read more »
Your customers are the most important part of your business – without customers, your company wouldn’t exist – and your customer strategy is best built by talking to those same customers. By asking them (and yourself) the questions that matter, you’ll be able to make the best decisions for your business and for your customers…. Read more »
This customer revolution is about reintroducing relevancy in your relationship with your customers. Imagine you were competing on customer satisfaction. You need to genuinely care about your customers and deliver meaningful experiences before and after every transaction to earn their trust. It begins with looking at the culture of your company. Culture needs to be focused on the core of your business’s raison d’être–your customers.
Be Relentless About Superior Support Support doesn’t mean just responding to customer queries and problems any longer, it’s about the relationship with the customer as a partner. Your customer base is a crowdsourced way to strategize about your business, about your product line, about your roadmap. It’s about being where your customers congregate—on social channels,… Read more »
Traditionally, the user experience in Internet marketing design tends to apply toward the website experience in a “top-down” approach, meaning that site users enter the site from the home page and work their way through the site. But the reality is that the user experience begins before they enter the website, from wherever they search or wherever they seek information outside of your owned assets. A real-time search and social mind-set takes part of the experience to the user, in addition to providing a basis for the audience to interact with your own assets, and this also provides a function of customer-relationship management (CRM).
Although Gmail has opened the door for great innovations in communication and collaboration in recent years, there’s one thing this web-based mail program is not built to do: customer support. Among our customers, we’ve seen some of the most customer-focused companies run into issues using Gmail once they had more than one person on their support team. Whether it was their CEO, marketing manager or an additional support agent, their system at some point reached its limits.
Why is it so important to understand your different customer groups and tailor an optimal mix and level of service for them? Provide too little service or the wrong kind and customers may switch to the competition. Provide too much service, even the right kind, and your company might price itself out of the market and struggle to balance the books at the end of the year.