Customer Success vs Customer Support: What’s The Difference?
“If you have any questions, please contact our customer support team.” Or is that customer success? Or customer service? In the customer experience world today, there’s so many different terms and labels for customer-facing teams that it can be difficult to discern what the difference is—if there is one—between the terms. Is there a difference […]
4 Reasons You Should Be Customer Obsessed (and 5 Tips to Help You Get There
A lot of brands talk about being customer obsessed, but how do you make it more than just lip service? After all, a true customer obsession can be an important strategy to deliver exceptional benefits and competitive advantages for your brand. How? Customer obsessed brands experience: improved retention and customer loyalty reduced customer acquisition costs […]
5 Customer Experience Metrics That Matter Most (and how to track them)
There’s a nearly endless amount of metrics you could be tracking for your customer service—but many brands make the mistake of tracking too many rather than too few. So how do you decide which are essential for your brand and goals? Begin with at least 1-2 metrics that measure customer experience directly. While many types […]
Customer Orientation: Putting The Customer First
Customer-centric, customer orientation, customer obsessed: these buzzwords get thrown around frequently, but what do they really mean—and how can you implement these strategies at your own organization? In today’s world, customer orientation is becoming increasingly expected in customer service, but harder and harder for companies to actually achieve. While customers expect businesses to know and […]
What Is Customer Service? A Guide To Improving Customer Satisfaction
In 2023, customer service can be the distinction between long-term success and brand loyalty and failure as a business. Seem extreme? Think about it: customers have endless options to choose from, so if they have a negative customer experience, they don’t have to stick around. (And research shows that they don’t—86% of customers would leave […]
Which Customer Service KPIs & Metrics Matter Most?
Everyone knows data is important, but which data matters most? Far too many companies blindly track dozens of customer service metrics or KPIs without having a clear pathway to actioning them or understanding which metrics can truly move the needle for their customer satisfaction and bottom line. As a result, it’s essential to understand not […]
Meeting (and Exceeding) Customer Expectations
Did you know that a survey of marketing leaders revealed that 81% believe their brands compete mostly or solely on the basis of customer experience? Customer experiences are paramount in the modern consumer experience—so brands that can meet—and exceed—customer expectations have a major leg up against their competitors. Finding ways to exceed customer expectations isn’t […]
7 Ways To Improve Your Customer Experience
Your customers are the heart of your brand. Focusing on how to improve customer experience is critical to business strategy. The problems you solve, the services you provide, and the products you create all take into account your customer’s goals, needs, and desires. Data shows that customers see their experience with a brand as one […]
How To Improve Customer Satisfaction
Customer satisfaction can feel elusive, but it’s essential for brands who want to grow, retain customers and solidify brand loyalty. Not convinced yet? The data speaks for itself: 81% of customers say a positive customer service experience increases the likelihood that they’ll make another purchase. 93% of customers will spend more with companies that offer […]