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Building an effective customer service culture in an organization

Management must first imbibe a customer centric culture which recognizes the significance of the customer in all operations so much that even departments that do not interact with them are also focused on the customer, delivering the best service from product design to launch.

In customer service “There is only one boss. The customer. And he can fire everybody in the company from the chairman on down, simply by spending his money somewhere else.” -Sam Walton

Forward thinking organizations allocate a robust budget on research just to gain as much information about their customers so that they can provide them with suitable products and services.

Apart from seeking for their customers’ wants, tastes, motivations and how buying decisions are made, they create marketing campaigns to drive purchase of these products.

All these efforts are because customers are the lifeblood of a business. No customer, no business! Customers bring in the revenue that keeps the business afloat-employees get salaries; government get taxes, etc.

At the same time, they could bring loss to a business because of their ability to boycott and influence others to do so especially with the power of social media.

For instance, last year Snapchat, (a global mobile multi messaging app used to share short lasting pictures or videos) was reported to have lost almost two billion dollars when on different occasions, Kylie Jenner and Rihanna influenced a boycott, one over dissatisfaction and the other over offensive advertisement. Customers have so much power now than ever before.

Recent research on customer behavior reports that an unsatisfied customer will tell up to fifteen people about their experience. And, the reason for customer churn out is not mainly price, but poor service.

Customers also bring good deed because when happy, their referrals and recommendations result in multiple customers, making for expansion and even more revenue streams.

A business that aims to remain vibrant for a very long time must take its customers very seriously, and this goes beyond solving complaints, or about its representatives being friendly.

ListenFirst Wins Silver Stevie® Award For Customer Service

Provider of a customer experience optimization solution that empowers customer support and success professionals with the knowledge and resources to delight customers, yesterday announced that its flagship software was awarded Bronze in the 13th annual Stevie Awards for Sales and Customer Service competition. Squelch was recognized in the New Contact Center Solution of the Year category. 

ListenFirst, the most comprehensive social analytics solution for the enterprise, who was named a winner of a Silver Stevie® Award for Customer Service in the Computer Software Category for the second year in a row was presented the award during a gala banquet on Friday, February 22, at Caesars Palace in Las Vegas, NV. More than 700 executives from the U.S.A. and several other nations attended.

The Stevie Awards for Sales and Customer Service recognize the achievements of contact center, customer service, business development, and sales worldwide. More than 2,700 entries were submitted from organizations in over 40 nations to honor the innovations and individuals that drive the sales and customer service industry.

Squelch empowers customer support and success agents with actionable intelligence at the precise moment of customer interaction, enabling them to provide even more personalized and valuable customer experiences. The information customer-facing agents need to resolve customer issues often already exists within their organization, but these agents are forced to wade through multiple, disparate systems to locate the right insights — a time-consuming and frustrating endeavor for all parties involved. As its name suggests, the Squelch software slices through this “noise” by querying traditionally-disjointed data sets to surface what is needed and filtering out what isn’t.

“Customer-centricity is crucial to reducing customer churn and improving renewals and upsells, and companies now rely more than ever on their customer-facing agents to provide customers with the best experience,” said Jayaram Bhat, CEO and Co-Founder, Squelch. “At Squelch, we believe these customer support and success agents are a company’s heroes, engaging in key customer interactions at a pivotal moment where speed, knowledge, and empathy are essential. We’re thrilled to have our solution recognized for improving the customer experience ecosystem — maximizing productivity, personalizing every interaction, and improving both customer and agent satisfaction.”

Celebrating the Impact of Customer Service Teams

This year, the theme for the celebration is “Everyday Heroes.” Day in and day out, our frontline customer service teams are Read more

Ways to Ensure Your Customer Service Is a Hit This Year

Happy customers remain loyal. And when they’re loyal, they continue to buy your products or hire your Read more

Did you know, No Customer Service – No Sale

Okay let me ask, have you ever left a store without buying what you went there for? Make sure it doesn’t happen at your store or business. Read more

Before you employ that staff, you might want to read this

There are lots of mistakes company do when they try to hire qualified people to deliver. Every company vows to have great Read more

Signs of Legendary Customer Service

We know from our research that if a company creates a high performance atmosphere and continually coaches and trains their employees,

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The best customer service sets the bar for all customer service

Customers know what good service is and their expectations today are formed by whoever gives them their best service experience, whether in Read more

Are You Keeping up with Your Customers?

I’ve got good news and bad news for you. The good news is that you no longer have to keep up with your competition; the bad news is that now Read more