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Managing Crisis Well is Great Customer Service
“Bad companies are destroyed by crisis. Good companies survive them. Great companies are improved by them.” – Andy Grove The fact is in business bad things do happen, and despite best efforts, a company would face some kind of crisis that could challenge its very foundation. Such unforeseen circumstances could have debilitating and devastating effects…
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Understanding Personalization and Customization to Serve Customers Better
“Custom buttons go to the heart of the personalization we’ve done. We wanted a scalable way by which each user could customize the toolbar in a meaningful way.” – Sundar Pichai The reason for the quote above is to state what most people seem to err at – personalization and customization are not the same…
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Have a Dialogue with Customers – It is What They Prefer
“The future belongs to brands that do more than pay lip-service to real dialogue and recognize that their customers want them to believe in something.” – James Murdoch Both customers and businesses know that the balance of power has shifted suddenly and significantly from companies to customers, placing a lot of control and influence in…
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It is All about Customer Engagement
“The more you engage with customers the clearer things become and the easier it is to determine what you should be doing.” – John Russell If you have been in business and support customers, you would probably say that you know all about customer engagement – and you could be right. However, given that customers…
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A Customer Service Roadmap is a Tool for Success
“Customer support is an amazing reservoir of insights into what needs to change about the product…We prioritize our roadmap directly based on these insights. This has helped us to evolve our product and release features which we know in advance people will love” – Joel Gascoigne Companies are mushrooming everywhere, with each one claiming that…
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Important to Understand the Customer Buying Process
“Help me understand the buying process and what my options are – so I can make an educated decision.” – Consumer expectation Customers now cannot be misled and neither will they settle for anything but the best, and expect that they be provided with complete information. Their expectations are clear – as mentioned above –…
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Stop Breaking Promises to Customers
Photo by Nathan Cowley “Losers make promises they often break. Winners make commitments they always keep”. – Denis Waitley We will begin with an oft-repeated cliché – there can be no business without customers. Every business has the responsibility of keeping its customers happy. They remain happy when a company lives up to their expectations and…
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Never Be Too Busy to Serve Customers Well
“In a crowded marketplace, fitting in is a failure. In a busy marketplace, not standing out is the same as being invisible” – Seth Godin The business world is a busy place with everyone working at break-neck speed and fortunes changing by the minute. The reason for any business is customers hence it does not…
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Back Office and its Role in Customer Support
“Service, in short, is not what you do, but who you are. It is a way of living that you need to bring to everything you do, if you are to bring it to your customer interactions”. – Betsy Sanders When the words customer service / support are mentioned, the image that crosses one’s mind…
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Upgrading the Skills for Customer Service
“Service standards keep rising. As competitors render better and better service, customers become more demanding. Their expectations grow. When every company’s service is shoddy, doing a few things well can earn you a reputation as the customer’s savior. But when a competitor emerges from the pack as a service leader, you have to do a…
