This post was originally published on the Sales Aerobics for Engineers blog.
Typically, customer service doesn’t factor into the sales equation unless something goes wrong in the delivery or implementation of your products, services or platforms. Have you ever been there?
Do you avoid...
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To say that sales are important to a company is about as unnecessary as saying that breathing is important to your health. What is useful, however, is to take a deeper, more forward-thinking look into the long-term impact of sales beyond the obvious benefits of getting wins and growing your...
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While a ton of advice exists on how companies can provide outstanding service, few talk about why it doesn’t happen.
That’s according to customer service consultant and author Jeff Toister. In his book Service Failure: The Real Reasons Employees Struggle with CUSTOMER SERVICE and What You Can Do...
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Just a decade or two ago, health insurers had the upper hand. They decided when and how members could contact them for help, usually over the phone. The power has since shifted to the customer. In the new competitive era of healthcare reform, payers must meet their members’ expectations by...
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Here are two things you can count on when scheduling customer service training.
Employees will be worried that the training includes role-playing.
Managers will be worried that the training doesn’t include role-playing.
Employees don’t like role-playing because it feels awkward and...
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The retail rules of engagement have changed. Store fronts no longer monopolize the complete browse-to-buy experience for the customer. Technology has created a new breed of better informed and better connected consumers. In fact, 40% of U.S. smartphone owners admit to checking out a product...
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According to IDC Social Predictions 2014, the use of community platforms will move beyond peer-to-peer support as more businesses start to leverage communities across a variety of enterprise functions.
What is a Customer Community?
A customer community allows users, partners, and company employees...
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Customers today share tons of personal data as they engage with an organization through an increasing number of channels and applications. This means that behind every Tweet, every ride-share request, and every other interaction, there is a customer who expects a personalized, unified experience,...
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Simply put, consumers of today want a frictionless customer service experience. With this in mind, more and more companies are turning to collaborative self-service communities to empower their customers to help themselves, and others, quickly find the help and answers they are seeking.Communities...
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