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Companies dread complaints on social media. When they see a bad review on Facebook or Twitter their first instinct is to ignore the comment in the hopes it will go away. However, statistics have shown that if you respond promptly to a negative social media comment it can become a positive for your company. Earn

You’re not listening to me. No one listens anymore. Why isn’t anyone listening? You’ve probably heard these statements from upset teenagers, angry spouses or frustrated customers. Many people think the art of listening is lost in this high tech world of 140 characters and emoticons. However, in the case of your hotline staff, these statements

The Omnichannel Customer Experience

Wednesday, 09 September 2015 by

Many people have written articles about customer service and the customer experience, but today companies must move their focus to an omnichannel customer service strategy. Companies have to make sure that they create a unified customer experience across all channels including web, mobile, digital, phone, email and social media Customers Demand Good Service Companies need

If your company doesn’t have a customer recovery system in place, you may be letting valuable customers – and their dollars – slip away. On average, it costs about 9 percent more to gain a new customer than to retain an existing one. By capturing customer feedback and acting on it, you can improve your

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