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 […]
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 […]