Handling more and more customer service problems over e-mail? As the COVID-19 pandemic continues to rear its ugly head, a lot of customer service remains in the digital sphere. And with children at home and adults trying to operate under the same roof all day long, it can be hard for a customer to pick […]
Category: KPIs & Metrics
All business owners are aware of the dreaded customer churn. Customer churn is when customers you’ve been working with drop off and you need new ones to fill their place. This mostly affects companies that run on some type of subscription model, be it software, services, or monthly products. And it can be a doozy.
Key performance indicators (KPIs) can be an immense source of stress for customer care or marketing teams. After all, they’re numbers and tracking and data—things many creative people tend to run from. They can also drag teams down into the mud. Instead of focusing on serving customers well, employees become overly focused on hitting metrics […]
As customer experience remains in the spotlight, the way you collect feedback matters. Here’s how to get good insights on your CX.
Infographics can provide a lot of information in an easy-to-digest format. Use these five steps to make sure your infographics are effective and resonate with customers.
It’s hard to improve your customer service if you aren’t sure what you should be tracking.
How are you making sure your customers are well served?
Data strategy is an important part of your customer service planning. Here’s how to make sure you’re collecting the right information to succeed.
Successful customer service management requires a data strategy. Here are four metrics to explore if you’re starting from scratch.