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The A-Z of customer service.docx DOCX (67.21 KB)  [ more ] [ hide ]		Administration	2018/06/01
Exceed your clients’ expectations with these golden rules of customer service… Tags: Service | Business | Dialogue | Quality | Trust
Out with CRM in with a Fantastic Customer Exp.docx DOCX (24.61 KB)  [ more ] [ hide ]		Administration	2018/06/01
CRM has become more about getting customer knowledge and less about getting customers to want to do business with you. By Sally Pollock of BuddWith the focus on technology, we seem to have forgotten the importance of internal culture and human assets to in generating fantastic experiences and inspiring customer loyalty. Tags: CRM| Knowledge | Experience | Revenue | Loyalty
Handling customer complaints - why you need t.docx DOCX (23.36 KB)  [ more ] [ hide ]		Administration	2018/06/01
In this day and age, where processes are automated up to the gills and there is precious little human involvement between consumers and companies, when something goes wrong, it requires even more effort to retain that customer for longer. Why is it then, that so many companies I speak to discourage the words “I’m sorry”. Tags: Complaints| automated| retention|
Customers Want to Help Your Business so why n.docx DOCX (17.98 KB)  [ more ] [ hide ]		Administration	2018/06/01
Businesses dance around customer feedback invitations the way friends and family members do when asking for rides to the airport. They never feel confident their requests will be accepted and thus drown their proposals in awkwardness and occasional offers of compensation. Tags: customer feedback | customer satisfaction | customer engagement
Better customer experience from the bottom up.docx DOCX (41.41 KB)  [ more ] [ hide ]		Administration	2018/06/01
If you really want to put the customer at the top of your agenda, you need to build on customer experience from the bottom rungs of your organisation. In the latest in her series of articles, Natalie Calvert shows us how.So far in this series we have looked at defining the customer experience and gaining board buy-in. Now comes the tricky bit of getting front line teams to buy in to your ideas and, more importantly, getting them to take real ownership and ultimately action. Tags: Agents| customer experience | taking ownership| results

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Stop Patting Bad Social Customer Service o(1).docx DOCX (21.34 KB)		Administration	2018/06/01
Dark Side of the Discount How Deals Can Un(1).docx DOCX (23.61 KB)		Administration	2018/06/01
Can You Outsmart Your Customers on Pricing(1).docx DOCX (20.42 KB)		Administration	2018/06/01
Are Teenage Customers Hiding on Twitter(1).docx DOCX (23.24 KB)		Administration	2018/06/01
5 strategies for improving your NPS score(1).docx DOCX (63.22 KB)		Administration	2018/06/01
Using Behavioral Science to Reach Your Customers DOCX (17.02 KB)  [ more ] [ hide ]		Administration	2018/04/03
Using Behavioral Science to Reach Your Customers The article titled, “Want to Perfect Your Company’s Service? Use Behavioral Science” by Richard B. Chase and Sririam Dasu from the Harvard Business Review’s On Series seeks to examine service encounters from the customer’s perspective with behavioral science as an analytical tool in order to create operating principles for service-encounter management.

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