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Posts Categorized:Customer Engagement

Lessons learned from “Project: Day in the Life”

Picture this. You’re a small business or startup that has planned and planned and planned and finally you have an amazing customer service or sales process. You can’t wait to implement this new process and start getting customer feedback like, “Your support representative was so quick!,” or “Your sales representative was extremely informative!” and especially,… Read more »

Three Secrets to Customer Service Success for SMBs

Successful SMBs (Small and Medium-sized Businesses) can clearly answer this fundamental question very early on: What do we care about most? And, while many SMBs are focused on acquiring new customers, keeping new customers is actually more important. In fact, SocialMediaToday references several studies that state acquiring a new customer is 5-10x more expensive, so… Read more »

5 Steps to Winning Back Your Former Customers

For small, fast-growing businesses, keeping your customers happy is just as important as winning their business in the first place. But it’s not always that easy to turn customers into fans for life when you’re starting out. Especially when you have to complete with larger companies with unlimited resources and staff dedicated to help them accomplish this much… Read more »

Millennials: Why customer service will never be the same

While a recent study focuses on how consumers interact with brands, the results also hold lessons for IT in how to tailor internal tech support services to best meet the expectations of a multigenerational workforce. Millennials — and to a lesser extent, older generations — are changing how they want to interact with customer service,… Read more »

Crossing the generational divide: Providing customer service for today’s consumers (infographic)

Our new survey explores how different generations perceive and prefer to interact with your company’s customer service. And more importantly, we share how fast-growing companies can apply these insights to their support strategy. But even better news is that we’ve created an infographic highlighting the most important things you need to remember when supporting Millennials,… Read more »

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