virtuous-cycle-customer-care

The Virtuous Cycle of Customer Care

June 1, 2014

Long-term success begins with the elevation of your front-line employees to positions of respect, backed up with training and leadership that understands how important they are. Give your employees this training, great tools to enable them to offer efficient and thoughtful service and support to your customers, and watch what the virtuous cycle can do. […]

why-companies-should-invest-customer-experience-0

Why Companies Should Invest in the Customer experience

February 24, 2014

With peer-to-peer reviews carrying even more weight thanks to the power of Facebook, Twitter, and the barrage of other social media channels rising in popularity at breakneck speed, it’s never been more important to invest in customer service. Because, hey, bad news travels fast. It’s one of the reasons why we recently introduced our Customer […]

4-ways-optimize-your-customer-survey

4 Ways to Optimize Your Customer Survey

January 4, 2014

I present 4 ways businesses can optimize their customer survey. It starts with asking the right questions. 1. Measure different types of customer loyalty; 2. Measure general customer touch points (e.g., Product quality, Customer Service, Tech Support); 3. Measure your relative performance; 4) Measure business-specific attributes. Source

inside-mind-community-manager

Inside the Mind of a Community Manager

December 4, 2013

This infographic shows how a mind of a community manager works in order to make communities succeed for both companies and customers. It shows that a community manager needs to have traits that are conducive for building a success in a business. Source

Inside the Mind of a Customer Support Agent

Inside the Mind of a Customer Support Agent

March 28, 2013

Customer Support Agents wear a lot of hats – problem solver, watchful eye, technical guru, and supreme multi tasker, to name a few. We imagine what it may look like under all those hats and inside the mind of a support agent.

Customer Loyalty: What It Is And Why Important

June 29, 2012

Customers are a business’ most important asset, without them the business wouldn’t exist. So it’s imperative to keep these customers happy and improve their loyalty to your business. We created this customer loyalty infographic to help you not only understand it, but to help you cultivate that loyalty among your own customers. Source