As markets mature and competition intensifies, products and services converge, and companies become increasingly hard to differentiate. But if you want to generate growth – and who doesn’t? – you must find ways to stand out. And one of [...]
The most successful businesses are agile, they are efficient, and they seamlessly synchronise the vital functions of marketing, sales and customer service, presenting a unified and coordinated front to customers. The only sustainable way to achieve this level of [...]
The B2B Customer Experience 2017 study from business advisory firm Accenture delivered some striking findings for B2B marketers. The 1,350 sales and customer service executives from B2B organisations around the world who responded painted a clear picture of a [...]
Some other departments might disagree, but your customer service function is the beating heart of your business. As the people who interact most often with customers, your service team is better placed than anyone to gather the insights your [...]
Is there anything more exasperating than searching for information you’re sure is out there somewhere but you’re not quite sure where? For employees and customers alike, these data hunts are always frustrating and can add up to a colossal [...]
The key to any CRM project is carefully planned and skillfully delivered implementation, and nowhere is this more the case than with customer service. Get it wrong in this critical area and both customers and agents will feel the [...]
We’ve come a very long way since the dark ages of customer service. From being little more than a dumping ground for complaints, customer service is fast becoming the single most important source of competitive advantage. In an advanced [...]
Triage matters. You can have the best doctors and nurses in the world but if they’re treating grazes while someone in a critical condition is kept waiting outcomes will suffer. Equally, your world-class oncology specialist will struggle to make an [...]
Ask a man or woman on the street if they like the idea of automated customer service and chances are you’ll be greeted with a horrified stare and a decisive “no!”. We tend to associate the automation of customer [...]
We all know that retaining customers is easier than finding new ones, but do you really know if your existing customers are happy campers, a little bit grumpy or down right mad about the products or services you provide? [...]
