What comes to mind when you hear the phrase customer value? You might think about money—giving customers a good price for a quality product. And 20 years ago, you’d have been right. But today, customer value encompasses much more. Today’s buyers don’t just care about a product’s price or even its quality. They also prioritize brand experiences.
People don’t generally open their wallets to spend money without getting something in return. Even when making a donation, there’s an incentive like feeling good or connecting to a cause. To be successful, businesses need to tap into unmet customer needs and offer solutions. Sounds simple — but how do you actually find out what’s on your customers’ minds?
This year we’ve seen an unexpected acceleration of cloud and software companies, driven by the sudden shift to remote work. In particular, business-to-business (B2B) software is “having a moment,” and the trend seems likely to continue. In this context, the announcement of this year’s Forbes Cloud 100 List takes on a new significance.
Customer reviews have become a key step in the customer journey, with a whopping 95 percent of customers reading reviews before making a purchase decision. Customers always had the power to recommend (or discredit) a brand to their friends or family. But being constantly connected has given them greater ability to influence many other customers' buying decisions as well, whether they’re posting a Tweet or writing a Yelp review.
As we continue to navigate the impacts of COVID-19, businesses and customers alike are recognizing that knowledge is power. Information, resources and instructions—the kind of knowledge typically provided on company help centers and FAQ pages—can help keep the world moving even when so much remains unknown. The only thing we know for sure is that the world will keep changing, and no matter what happens, you’ll need to keep your customers informed.
When choosing a customer service solution, there are many factors to consider, and let’s face it — cost is high among them. Freshdesk says you’re saving money on their low license costs, which is a part of the total cost of ownership, but there are big trade offs to know about. Here are the top three things you should consider.
Building a great product isn’t enough to stand out in the market. What you need is a compelling message—one that speaks to your audience and is unique to your brand. How do you make sure you’re telling the same story to every customer across every touchpoint? One key tactic is writing a positioning statement.
You've put in the work to build an excellent call center. You've hired for the right skills, given everyone the best possible training, started tracking your performance, and you've even created a wonderful workplace where your agents can work and collaborate. Then 2020 happened. The COVID-19 pandemic closed offices and sent employees home. As the days away from the office added up, returning to "business as usual" in your call center anytime soon seemed less and less likely.
It’s easy to think the hard work ends once you’ve landed a customer. In reality, the struggle to win your clients’ hearts is only just beginning. After you make a sale, your business needs to keep showing the customer that your product is valuable. Whether you succeed or not comes down to the team you have promoting your products and growing the customer relationship. That’s where a customer success manager comes in.
How well is your call center handling customer issues? Metrics like customer survey scores and average hold times speak volumes about your support team’s performance. But even data doesn’t always tell you the full story. To uncover the finer details of your call center performance, you’ll need a headset and a quick tutorial on call listening, or call monitoring.
