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Customer Experience
Is it better to overcommunicate or under-communicate with customers? With marketing, less can sometimes be more. But when it comes to customer service and customer experience issues, overcommunicating is almost always better.
Customer Service
Customer service on WhatsApp? I hadn’t thought of that before. But now that I’ve experienced it, I want more.
Customer Service
Waiting on hold is still one of the most common customer pain points, as it has been for years. And due to short staffing across many industries, hold times seem to be on the rise. So why don’t companies give any thought to making the wait-on-hold experience more tolerable?
Customer Service
The customers that complain do so because they care. They actually want to continue doing business with you. They want you to fix the problem. If they didn’t care, they would just leave. And so many customers do that. If you look at feedback as a gift, you will realize that these are customers that are trying to help you.
Customer Service
I always heard that for every person that does call with a complaint, there’s at least 100 people that are having the same problem that don’t bother complaining. Now, while I’ve never confirmed that number, I can tell you anecdotally that it makes sense to me. It definitely makes sense because we have so many times where customers leave our business and never tell us why they’re leaving, because we never really opened ourselves up to hearing their feedback.
Customer Service
Dan Gingiss: Cameron Weeks is the co-founder and chief executive officer of Edify Labs, a customer service technology company. Tell […]
Dan Gingiss is a customer experience keynote speaker who creates a remarkable experience for audiences while teaching them to do the same for their customers.