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Fonolo's Customer Service Blog

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Tag Archives: customer-loyalty

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7 Videos on Customer Experience Excellence

By Shai Berger on March 10, 2015
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7 Videos on Customer Experience ExcellenceIn recent years, consumers have become much more demanding of a flawless customer service experience. Delivering such an experience has become vital to business success. A study from YouGov shows that 76% of respondents said, “just one unpleasant contact center experience was likely to make them take their business elsewhere”.  According to Gartner, organizations that prioritize the customer experience generate 60% higher profits than their competitors.

Understanding all the factors that contribute to a positive customers experience is a daunting challenge. With so many vendors and so many different technologies out there, how can you find the right things to focus on?

Here are 7 videos from industry experts to help frame your thinking. Continue reading →

Five Stories of Customer Service Success

By Lindsey Patterson on February 12, 2015
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Five Stories of Customer Service SuccessExcellence in customer service can never be stressed enough. A company with outstanding service can increase customer retention by as much as 80%, and boost profit by 60% .

Customer service, however, is not an exact science. Rather, it’s a combination of quick thinking, hard facts and data, and, most of all, empathy that seeks to understand and care for customers.

These five stories provide you with the best examples of how to provide your customers with an amazing customer service experience, even if you’re faced with numerous hurdles. Continue reading →

5 Essential Books for Customer Service Leaders

By Daniela Puzzo on February 3, 2015
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5 Essential Books for Customer Service LeadersBooks are one of the best ways to accelerate your knowledge of business in a nominal amount of time, and who better to learn from than the experts themselves. If you want to perfect the art of customer service you need to listen to the masters of the field.

There are a slew of books on the market that can help you achieve success, but the recommendations can be somewhat daunting. I thought it best to illustrate a handful of books that get the best reviews.

Here are 5 great books that all customer service leaders must read!!

 

 

Continue reading →

New Report from Zendesk: Measuring Customer Loyalty with NPS

By Daniela Puzzo on January 7, 2015
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Zendesk3Have you ever thought about the type of customer feedback you could draw from a Net Promoter Score (NPS) survey, or wondered what a good NPS should look like? If so, The Zendesk Customer Service Benchmark Report is sure to have the answers you’re looking for.

This report is based on actual customer service interactions from more than 25,000 companies, across 140 countries. It measures key metrics around customer self-service, customer support, and customer engagement. Continue reading →

5 Companies That Are Doing This Whole Social Media Thing Right

By Lindsey Patterson on December 16, 2014
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5 Companies That Are Doing This Whole Social Media Thing RightThere is no shortage of companies that want to make social media their new BFF, particularly those interested in increasing brand awareness, promoting customer loyalty and delivering outstanding service. In fact, Social Media Examiner found that 89% of marketers want to know the most effective social tactics and the best ways to engage their audience with social media. If you’re one of them, you know that the most effective way to master the social media scene is to learn from the best. Continue reading →

4 Pictures That Say It All When It Comes To Customer Service

By Daniela Puzzo on June 26, 2014
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4 Pictures That Say It All When It Comes To Customer ServiceIf a picture is worth 1000 words, then these images can’t be overlooked!  Providing exceptional customer service can be a difficult challenge, but is attainable with the right know-how. It really boils down to understanding the types of customers you have and how to get them to be evangelists of your brand.  Here are 4 pictures that explain the different types of customers and which ones matter most to your business.  Continue reading →

3 Reasons Why You Should Focus on Enhancing the Customer Experience

By Daniela Puzzo on August 22, 2013
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3 Reasons Why You Should Focus on the Customer ExperienceWhat does “customer experience” actually mean? Simply explained, it’s the interaction between an organization and a customer, measured through the customers’ expectations across all points of contact. Customer experience boils down to how a customer feels after an interaction with your organization. Managing the customer experience from an enterprise wide view can be a hard role, but the effort is worth the investment.

According to Forrester’s Customer Experience Index, only 37% of brands received good or excellent customer experience scores in 2012. 64% of brands got a rating of “OK,” “poor,” or “very poor” from their customers.

Here are three prominent reasons why your organization should focus on improving the customer experience. Continue reading →

5 Attributes of a Customer-Centric Culture

By Daniela Puzzo on August 1, 2013
3

5 Attributes of a Customer-Centric CultureWho’s the most important person at your organization? If you answered “the CEO,” think again. It’s the customer!

Without the customer, you’re out of business. Being mindful of that fact, just keeping it top of mind can go a long way toward achieving a customer-centric culture. If your sincere goal is to meet customers’ needs, you’re moving in the right direction.

But, of course, it takes more than that. Successful companies come and go, but the ones that tend to stay around are customer-centric to the core. Here are five attributes they share:  Continue reading →

The 7 Worst Customer Services Mistakes and How to Fix Them

By Daniela Puzzo on May 14, 2013
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The 7 Worst Customer Services Mistakes and How to Fix ThemThe customer is the center of any business. We refer to their desires and needs when making a decision, adapting product or services, or changing a pricing policy. Neglecting  this interaction could cost you a lot of money, but if you manage to improve the quality of your products / services you can expect more and more happier customers. This is the golden rule in any business. Useless service will not sell, no matter what efforts you make to promote it. Approaching a quality and honesty-oriented policy is the key towards success.

A second rule of thumb for maintaining a loyal customer is the attention we give to them. It matters more than you think to treat your clients with respect and promptness, addressing their questions and desires in a quick and effective manner. Keeping in touch with them increases our chances of winning their loyalty and also gives them the feeling that they are valued. However, as with all customer-oriented business, slip-ups can happen at any time.

Continue reading →

Webinar: 3 Ways to Make Your Call Center the Star of Your Brand

By Daniela Puzzo on April 11, 2013
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3 Ways to Make Your Call Center the Star of Your BrandIt all boils down to the customer experience!

Call centers are often the first – and sometimes the only – human interaction with your customers. Their role goes beyond customer service; they carry the responsibility of shaping the perception that consumers have of your organization, ultimately affecting customer retention rates.

Regardless of your company size, a small improvement in consumer retention can dramatically increase profits. In his book The Loyalty Effect, Fred Reichheld writes,

a 5% improvement in customer retention rates will yield between a 25 to 100% increase in profits across a wide range of industries.

Continue reading →

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