5 Reasons Customer Experience Matters In Banking

Traditional Banks are under threat and their relevance with customers is waning.

FinTech companies and startups are disrupting the banking industry, and traditional banks are not reacting quickly enough. With a heavily saturated market, lack of innovative products and a generally average customer experience, banks need to rethink and reinvent their approach to building and maintaining customer relationships. Continue reading 5 Reasons Customer Experience Matters In Banking

30 Awesome Ways To Reward Employees & Boost Productivity

This is a quote by renowned writer and leadership training guru Dale Carnegie, which a lot of people might recognize. Dale understood that feeling genuinely appreciated lifts people up. For employees it makes them feel safe at the most basic level, which encourages them to put in their best work. Continue reading 30 Awesome Ways To Reward Employees & Boost Productivity

8 Things That Make You A Bad Listener [Slideshow]

Bad ListenerHow much of a good listener do you think you are? Most people believe they’re good at listening, but in reality, good listeners are rare which is why whenever you come across one, it makes that person a joy to communicate with, especially when you are a customer trying to explain that delicate issue or solicit advice from a company representative. Continue reading 8 Things That Make You A Bad Listener [Slideshow]

How To Recruit The Best Customer Service Employees

Recruit The Best Customer Service Employees

Customers all over the world today can click and purchase products and services without any assistance. The need for a human interaction typically comes after the purchase, when the customer needs some form of assistance, wants to make an inquiry or complaint. At this point, it is the customer service team that is tasked with the responsibility of ensuring the customers’ concerns are addressed in a manner that leaves them feeling good and confident in the ability of the brand to meet their needs.

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7 Rewards Of A Great Customer Service Culture

Great Customer Service Culture

In business today, customer service has gone beyond being just another department, to becoming a very critical component in the relationship between a brand and its customers. Organizations that offer exceptional service are often leaders in their various markets. From Apple, to Southwest Airlines, to Four Seasons, to Zappos, to Amazon, to Disney. These brands all have one thing in common – a great service culture. Continue reading 7 Rewards Of A Great Customer Service Culture

Customer Paid For A Full Page Newspaper Complaint

Newspaper complaint

Sometimes it amazes me how determined customers can get, in ensuring their complaint is heard. Some customers can hold grudges for a long time (read story here), while some are prepared to even spend money to ensure the public gets to know about the bad experience they’ve had with a brand.

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Can E-Commerce Stores Survive Without Live Chat?

As today’s society moves rapidly towards an even more digitized age, the e-commerce industry continues to grow and develop at a proportional rate.  Many businesses are starting to go completely online or develop an online section. One of the key struggles for online businesses is to stand out from the competition and catch the attention of potential customers. Continue reading Can E-Commerce Stores Survive Without Live Chat?