Customer Service

For startups and young businesses, the opportunity to work with a VIP client is something you can’t afford to swing and miss on. That’s why it’s imperative that you understand how to nail the first impression and continue impressing over the duration of your relationship. How to Wow Your VIP Clients Every client your business […]

Well, have you? Have you generated your consumer insights from IoT?  Or even should you? The answer is a resounding ‘Yes ‘ – you must! If you don’t then somebody else will! It is becoming increasingly more important to use the internet to obtain ‘Micro Data’ to give yourself a business advantage. There is a […]

Customer feedback is one of the easiest ways for a business to learn more about what their customers want, don’t want, like, and don’t like. It’s easy to read articles online and listen to podcasts on the way to work that make educated guesses on what people want, but those guesses are often generalized and, […]

A few weeks ago, Google presented a demo of a new AI system called Duplex. Duplex is an extension of Google Assistant that has the ability to communicate eerily like a human being. Listening to the recordings, there were times I wasn’t quite sure which speaker was human and which was a computer. Of course, robotic […]

Stop for a second and think about how nice it would be if you could boost your company’s profits by 95 percent. Or let’s be conservative and ask for a smaller number like 25 percent. The truth is that all it takes is a 5 percent increase in your customer retention rates, according to research […]

Email is a notoriously fickle channel. Something as simple as tweaking the subject line can be the difference between an 8 percent or an 80 percent open rate. Companies that get it right earn an average of $38 per dollar spent, the most of any marketing channel. But for every success story, there are half […]

Anybody walking on the street can identify how technology is changing at a whiplash-inducing pace. But do you know what the worst part is? Which of these technologies specifically are about to hit big. AI, machine learning, augmented reality, chatbots, have not just grabbed headlines  — but are successfully infiltrating every aspect of our world. […]

Tech enthusiasts joke that if Alexander Graham Bell had known about the telemarketing and cold calling he was about to unleash on the world with the invention of the telephone, he never would have released it. Ten years ago, we declared, “Cold calling is dead.” Inc. has called it “a waste of time,” and sales […]

E-commerce is experiencing massive growth year after year, shattering records while doing so. There was a time when brick-and-mortar stores were not merely profitable, but also highly influential.   Take, for example, Sears. If there were ever a legacy brand that defined American capitalism, it would have been this one. First opened in 1892, Sears […]

Retailers can tap into an immense source of spending power if they can successfully market to Millennials, who currently make up more than a third of American workers. Not surprisingly, considering the world in which this generation has come of age, creative uses of technology are proving to be very effective in accomplishing this. According […]

What would you guess is the world’s most in-demand field? Healthcare? Data science? Accounting? Believe it or not, it’s customer success. According to LinkedIn data, the ratio of jobs to current workers is 32.5 percent for customer success managers. For perspective, that ratio is 31 percent for data scientists and barely 1 percent for mature […]

No matter what industry you’re in, staying profitable is always a priority. Reducing overhead costs is vital to this goal, and most advice for doing so these days involves technology. But investing in new tech can seem like a luxury that companies only engage in when they have capital to burn. In today’s technology-centric landscape, […]

Product and price have been the foundational differentiators in retail for decades. However, in a world plagued with ever-evolving consumer expectations and innovative new competitors, relying on these differentiators is no longer giving brands the competitive advantage they need to thrive among the fierce competition. It’s easier than ever for consumers to perform price comparisons […]

Why break the bank for your marketing needs when you can brainstorm your way to a killer marketing plan? The best marketing ideas come simple and cheap but these ideas do not come out of the blue. Your actual business plan will require an out-of-the-box, innovative thought process. You’ll want to get your marketing wheels […]

Have you ever been to a fast-moving square dance? Partners dance together, spin around a time or two, and then move onto new partners. As the dance progresses, some people return to their original partners, while others will dance once and leave the floor. If you pay attention, this resembles a fast-emerging business strategy that […]

With Thanksgiving just behind you — and what you’re thankful for still top of mind — it’s only natural to be thinking about gratitude and giving back. Giving Tuesday, which is just three days away, is vital for nonprofits. If organizations prepare for Giving Tuesday well, they’ll raise more money during this annual fundraising day, […]

There has been a lot of progress within the customer interaction space. This includes both in the skill sets for customer service personnel, and in the development of chatbots that mimic human conversations. The chatbots are built upon artificial intelligence technologies. Massive paradigm shifts have already occurred in how customers interact with businesses, and now chatbots […]

Retailers have to get with the times if they want to compete in the online marketplace. That means evolving to meet customer needs, managing change, and matching the pace of modern consumers. Luckily, there’s a whole world of IoT opportunities available to retailers. There are options for customer engagement, process optimization, and internal audit tools […]

Successful businesses are always going out of their way to figure out how to improve the overall customer experience. All indications at this time have found that omnichannel is important for customer experience. This implementation is a powerful way to optimize every channel by catering to the customer’s specific needs. There’s a strong “must-do” for […]

Who doesn’t want insane traffic and qualified leads for their business? If you want a sure-shot tip to engage customers on your website, here it is: Understand the customer’s journey. Everything kicks off in the right direction if you understand the intention of the customer. The customer of today is intelligent regarding what to buy […]

Many large companies approach improving its customer experiences differently. Most common approaches come from the perspective of customer support solutions, user experience design, and account management. While these pathways are vitally important, more businesses could benefit from looking at customer experience through the lens of productivity. The bottom line is when you think about agile […]

Companies can no longer claim they don’t have enough data about their customers. The explosion of social media, forums, discussion boards, and even customer care services give organizations enough raw material to help them provide excellent service and create better products, well-suited for customers’ needs and preferences. Right now, the biggest struggle is to make […]

One of the primary goals of a tech company is industry leadership. Without taking massive amounts of funding, it can be hard to scale and outperform your competitors. Bootstrapping your way to market leadership with video creation is on a roll. Recently, I was able to connect with the leadership at Powtoon. Powtoon videos have […]

Chat has become the most important way to talk with customers. According to Facebook, 62 percent of people in the U.S. say they find it most comfortable to speak with businesses via chat. Facebook also reports that more than eight billion messages are exchanged between people and businesses each month. This statement is only covering […]

Many organizations see PR as free advertising. The assumption that PR is advertising is evident with the core PR success metric being Advertising Value Equivalency (AVE). It’s no wonder that more and more organizations are focused on telling their brand story through PR. US data even tells us that there are 6 PR Pros for […]

Technology is always making headway in the business world, entrepreneurs and many business veterans have been incorporating the innovational ways to transcend their rivals.            They say if Content is the king, Customer experience is the queen.  Customer experience purely depends on how you make your customers feel during the interactions. The way you sort […]

The rate at which customers are shopping online is skyrocketing by the day. The high rate of retail customer defection means that it is now doubly important for brick-and-mortar retailers to enhance the levels of customer experience in-store. A lot of things are being discussed in the global retail arena to achieve this. Ranging from […]

In the past few years, voice has become a core part of the consumer journey. It’s a utility that a growing number of people have come to count on throughout the course of their days. Voice-enabled assistants like Alexa (Amazon), Cortana (Microsoft) and Siri (Apple) perform tasks as varied as adding dates to calendars, turning on lights, […]

The world of business has changed. Technological has prepared a smooth landing surface for customers where they can choose the business they want to go along with. Will there be better, even prodigious customer service with live chat or with chatbots? First the internet, then digitalization, and now the ascent of future-techs like artificial intelligence, […]

Breakthroughs in digital technology continue to transform and shape how, why and where consumers shop. Increasingly, they favor conducting commerce that does not require a human touchpoint. Practically every industry is spawning digital marketplaces – think Amazon, eBay, Etsy and Uber. The disruptions they trigger are fundamentally changing the industries themselves and the organizations within them. The […]

The focus has shifted from profits to customer experience. Businesses realize that delivering better customer experience leads to loyalty, referrals and more sales. One tool that every business should have if it aims to deliver a superior experience to customers is omnichannel contact center software. Do businesses really need omnichannel contact center software? As the […]

Customer experience is an integral part of your brand’s success, and we’re surrounded by examples that demonstrate how it can make or break a company.

There is no exaggeration in saying that the contemporary era is of automation. People just love automation. Booking movie tickets, or ordering pizza, commaning voice assistants for any task, travel assistance — all of it — we love automation. Automation reduces human efforts but it also empowers users. When it comes to customer service, AI […]

Most consumers are not aware that using credit irresponsibly can affect their finances in the future. Using excess of a certain sum on your card, delaying monthly payments and defaulting on your loan will tremendously impact your credit score. Maintaining a low score implies that you are on an uphill battle to a bright financial […]

Before investing in an automation platform that can do it all, think about whether an automated platform should do it all.

“Need to shop? Let’s Amazon it.” This statement appears to be the modern day consensus among shoppers across different age categories, and rightly so. There is no denying the marvel that online shopping is today. It’s time-effective, cost-effective, and above all convenient. One must admit that off late, Brick-and-Mortar has lost its’ mojo. However, it […]

Sneak, tap and order — a lengthy process for Online Shopping? Now, say Alexa buy me this product, and Alexa will shop it for you? This Alexa process is not a fantasy — now you can shop your products with your simple voice command. If this selection is not from a past order, Alexa will […]

Acquiring new customers may seem like the Holy Grail for most businesses. New customers can be most important for startups with tight budgets. When funds are limited, it’s understandable that you may believe only new customers will boost revenue as quickly as by increasing the customer base. The mistake that some businesses make is staying […]

Globalized markets provide opportunities for thinking outside the box on labor questions — or even outside borders in the form of nearshoring. The past few decades have seen a boom in outsourcing to far away places. It’s been a useful strategy for some companies looking to increase profits by reducing payroll expenses. Other companies want […]