Customer Service is the provision of labour and other resources, for the purpose of increasing the value that buyers receive from their purchases and from the processes leading up to the purchase. With the rising dominance of the service sector in the global economy, customer service has grown in importance, as its impact on individuals, households, firms, and societies has become widespread.
The Golden Rule of treating others as you would like to be treated yourself is never more true than in the contact center. Creating an intelligent contact center embodies the essence of the Golden Rule by creating consistent, effective, and efficient methods of delivering customer service, regardless of the customer channel, and being fully integrated with the entire enterprise.
This whitepaper presents new study findings on current consumer hot buttons, identifies what’s still broken when it comes to customer service, and highlights the industries and businesses that know how to get it right.
Concerns about online reviews are invariably based on misconceptions that don't hold up when faced with reason. This whitepaper lists some of the most common myths holding businesses back from embracing the true power of online reviews.
Every day, people are showing up to work for your channel partners. Some of those people are disengaged, which can have a significant impact on your ultimate success as a manufacturer or franchisor. Engaged channel employees deliver better customer experiences, stay longer with their employer and are more willing to talk their employer up as a great place to work. You’ve worked hard to develop outstanding products and services that are being distributed through your channel. Don’t let disengaged employees put your brand at risk. Download our article to learn how to drive and sustain engagement among your channel employees.
As a manufacturer, your uncontrolled distribution channel has a lot of places to focus their attention. So how do you break through the clutter? Reward and recognition programs have long been used to engage channel partners and align their activities with manufacturers’ goals. Applying behavioral economics to your program design will drive extra focus and effort. Learn ten best practices to follow when designing your next channel reward and recognition program.
The current loyalty program environment is challenging but rife with opportunity. Many poorly designed programs are driving loyalty fatigue and mercenary loyalty. However, there are more loyalty memberships than ever before and those companies that are successful in driving engagement and true loyalty are experiencing significant returns. The programs that “get it right” and earn genuine loyalty don’t just repurpose an old tactical model or copy the competition – they are unique and create or reinforce differentiation in the marketplace. Learn how to design a loyalty program that focuses on the entire lifecycle of a customer.
This paper explores what authenticity really means to consumers, and how brands can deliver it, every time. Includes best practices for companies that collect and display reviews, handling employee reviews, and how dubious practices can harm your business.
Consumers discuss your brand on Facebook, Twitter, and Instagram. Learn how to harness this wealth of social media content, and display it right where it can go to work delivering engagement, trust, and conversion: your website.
In this new whitepaper, we’ll show you how banks that embrace this social opportunity are deepening relationships with customers and driving business. We’ll share tips and success stories of retail banks.
Consumer reviews can have an impact on sales, but did you know that negative reviews can actually improve purchase intent? The linchpin: How brands respond. Read new research about the power of responding to consumers.
This paper outlines why legacy service desks and even newer platforms have not delivered on expectations, it describes the requirements for a service desk solution to be truly effective in today’s business environment and it details how CA Cloud Service Management delivers on these key requirements.
Web presence is now a required option for customers accessing a business’s products and services. But more than just an option, web pages have become the face of most companies to the public. Learn
how can you take control of the Internet effect on your company’s web presence through Internet monitoring, analysis and planning.
Vindicia has witnessed numerous best practices working with innovative digital businesses and noticed that companies that communicate the most effectively tend to follow three key practices consistently. This ebook give you three essential communication practices.
Vindicia sheds light on the factors that affect the selection of business models, including pricing, packaging, and promotions and shares insights about how the way you bill customers can affect revenue today.
It’s hardly surprising that half of small businesses fail within the first 1-5 years. It’s not easy to launch a new product, single-handedly manage everything from IT to accounting, fend off the competition, and grow a customer base — all at the same time. A great concept, capital, passionate employees, and a private chef can only get you so far. Offering awesome customer service can make the difference between a startup that flies and a startup that dies. Here are nine ways customer support can help you beat the competition and grow your business faster.
What's the secret? Why do some startups hit the jackpot while others quickly fizzle out? These days it takes more than a great idea, some capital, and a ping-pong table to get a new business off the ground. Awesome customer service needs to be a part of your company DNA from day one. Although companies sometimes overlook it in the rush to get a product out the door, customer service can be the difference between a hot IPO and just keeping the lights on.
Watch this Gigaom Research On-Demand Webinar ; we will examine the immediate need to extend identity to customer audiences, the risks of doing so using legacy software, and the most effective path businesses can take to build for the future while recognizing value today.