In business, you set goals and encourage your team relentlessly to accomplish those goals. Turning a vision into reality takes discipline, passion and a motivated team. As a leader, you have an innate understanding of what customers want. You often make decisions based on your gut, which has served you well over the years and helped your ascent.
https://www.forbes.com/sites/forbesagencycouncil/2018/08/24/do-you-truly-know-what-your-customers-want-heres-why-you-should/#56f759066a34/
It's time for a reality check. Chatbots are killing customer service.
Obliterating it, maybe.
If you're a customer, you probably already know that. The computer programs that conduct clumsy conversations with you when you have a customer question are maddening. But if you work for a company, maybe you won't believe chatbots are killing customer service until you see the evidence.
https://www.forbes.com/sites/christopherelliott/2018/08/27/chatbots-are-killing-customer-service-heres-why/#52904cd013c5/
Analyzing your website can give you many insights into what your customers like or don’t like. But sometimes it’s not enough. Wouldn’t it be better if you could just ask them and get straight answers from them?
Yes, we’re talking about customer feedback.
Why Customer Feedback Is Important?
Anyone who owns or runs an eCommerce site, whether large or small, knows the importance of customer feedback. Equally well-known is the difficulty involved in generating quality customer feedback.
https://www.optimonk.com/blog/15-ways-e-commerce-websites-get-customer-feedback/#.W3_CsC2iHq1/
Analyzing your website can give you many insights into what your customers like or don’t like. But sometimes it’s not enough. Wouldn’t it be better if you could just ask them and get straight answers from them?
https://www.optimonk.com/blog/15-ways-e-commerce-websites-get-customer-feedback/#.W2g6etgzZmB/
It’s a highly competitive environment out there, where there's a constant and never-ending struggle that every agency manager, director or owner has to face.
That struggle is to keep a balance between delivering profit against delivering outstanding customer service.
https://www.estateagenttoday.co.uk/features/2018/7/seven-reasons-why-customear-service-should-be-at-the-heart-of-everything-you-do/
To create good customer service, you first need to know what needs improving. Customer feedback is your go-to source of knowledge in this case. It’s the gas that will keep your customer service machine rolling in the right direction.
https://www.livechatinc.com/blog/get-customer-feedback/
Your customer experience management (CEM) system is up and running. You are actively listening to your customers and have an impressive 20% survey response rate. You’re measuring NPS and CSAT, and real-time alerts are coming in. That’s great! All signs point to a successful Voice of Customer (VoC) program.
But wait!
Do your customers know that you’re actually listening to them?
https://www.peoplemetrics.com/blog/are-you-there-company-its-me-your-customer/
If you’re a business but not on social media already, then you need to be. If you already have social media presence, it’s important that you are active and responsive.
Social media is an extremely important customer service tool—in fact your most important customer service tool these days—here’s why:
https://www.business2community.com/social-media/social-media-important-customer-service-tool-02041060/
When you have a customer service team that answers emails and messages on social media, takes phone calls and places orders, it’s easy to become removed from your customers’ experiences. Without your personal touch in your company's customer service experience, you may be withholding your unique spirit and style from your customer base. It could soon start to take on the values of your employees who were here yesterday but may not be there tomorrow.
https://www.forbes.com/sites/forbesnycouncil/2018/03/02/dont-fear-your-customers-the-power-of-personal-connections/#49c0660a1bc6/
In customer service, if you hear the word “optimal,” it’s most likely modifying “Support Experience.” As in, how can we deliver the optimal support experience? It’s an ambitious goal but a worthwhile one. To get there, focus not only on making (and keeping) your customers happy, but your agents as well.
In other words, support is the result of a successful connection between the customer and the agent. You simply can’t offer optimal, or even decent, support without that.
So, if you want optimal support, you need to focus on your agents and what they need. The best place to start is with a little knowledge and understanding.
https://www.business2community.com/brandviews/zendesk/feedback-gift-take-optimize-02003968/
