42% of consumers complaining on social media expect a response within 60 minutes. 32% expect a response within 30 minutes.
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06, 2016
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06, 2016
Touching someone doubles your chances of getting what you want.
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06, 2016
A 5% increase in customer retention can increase profits by 25 – 95%.
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06, 2016
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06, 2016
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02, 2016
Our Secret Ingredient For Creating Customer Service Miracles
On Friday evening an issue caught my attention. A customer had ordered flowers from a popular online flower delivery service and paid for delivery by Friday evening, but the flowers failed to arrive on time. We understand – it happens. The unfortunate part is the customer still needed his problem solved. Problem: Our new friend ("John") needed flowers sent to a hospital, tonight. Solution: TBD Immediately upon arriving home I began working to resolve John's [...]
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01, 2016
The Art of Customer Service Communication
When I'm not working, I'm thinking. Yesterday, I was thinking about what we (as a company) can do better, and while anything can be made "better," I try to find and focus on specific aspects of what we do. (If you're not familiar with what we do, please check out our about us page, or feel free to contact us and ask!) After I had some time to gather my thoughts, I sent [...]
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05, 2015
4 Tips To Make Superior Customer Service A Company-wide Priority
While every company says they want to improve their customer service experience, many businesses still fall short of customer expectations. 80% of businesses believe they provide "superior" customer service — only 8% of consumers agree. source Most large companies have multiple customer service teams to handle complaints and customer service issues via phone, email, social, online, and sometimes in-person. The problem is that these teams report to different managers, are measured [...]
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11, 2014
Give Thanks And Be Thankful
We're going to step away from our normal customer service blog posts and share something we're passionate about - giving thanks. Thanksgiving is a wonderful excuse to celebrate everything for which you are thankful. Sometimes, it is easy to lose sight of small things in life to be thankful for, like spending time with friends and family. Take a moment (or two) today and think about all the things [...]
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09, 2014
Inspire Trust, Receive Customer Loyalty
Trust is one of the strongest emotions you can evoke (right up there with love), so it's no surprise that good customer service – especially the kind of customer service that makes your customers trust you - can make them feel...well, loved. According to an American Express Service Study (2013), consumers who receive good customer service experience symptoms similar to when kissing, or being in love. Businesses that earn and [...]