Crisis management is essential for any business (large and small). It can provide guidance, even in the most chaotic times. And it can find ways for your company to come out victorious on the other end. However, 51% of companies admit to not having a crisis management plan in place. Is your company one of them? If it is, here’s the way to write a crisis management plan, as well as the way companies have used them to resolve crises.
Customer-oriented companies put consumers’ needs and expectations above the needs of the business—because customers are the business. That strategy may seem like common sense since it lines up with famous truisms like “The customer comes first” and “The customer is always right.” But many businesses still favor a sales-oriented approach, in which the needs and wants of the company are prioritized over the customer.
How well are your company’s products and services meeting your customers’ expectations? More importantly, how can you tell? The answer lies in measuring customer satisfaction. It’s a common buzzword thrown around in management and customer service meetings, but there isn't a single metric that can fully capture your customers' happiness. Instead, customer satisfaction is best quantified using multiple metrics.
Some markets are starting to get ready for an upcoming (and progressive) return to the workplace. After several weeks of adapting to a new and uncertain situation, working from home and creating new routines… How can you now prepare your team for the comeback? First and most importantly, always follow your country’s guidelines regarding businesses’ re-openings!
In Part 1 of this blog series we started exploring tools that can help your B2B customers solve issues on their own and ways to help them feel more comfortable doing so. Now in Part 2 of this series, we’ll explore one way that customers can speed up the time to ticket resolution with live chat. Let’s Chat!
It’s a no-brainer that better employee experience equals better customer service. A recent Frost & Sullivan study on Workforce Engagement Management (WEM) found that 89% of surveyed companies felt that improving contact center engagement will significantly enhance the quality of customer experience. And companies that fully adopt WEM solutions are 82% more likely to provide a better quality of customer experience and 96% more likely to achieve overall profitability.
