At this moment, the biggest issue that most brands seem to be facing with their online presence is definitely control. While everyone is more than ready to talk about online engagement, and all the major brand are very happy to promote themselves on yet another media channel, their attitude towards the response of customers is not always so positive. There’s a huge inherent vice in this whole...
It’s way too easy to imagine a system so perfect that every tiniest detail is carefully tailored and fussed over, where every member of the team flawlessly carries out their job, where every piece of the selling puzzle is perfectly sliding into place, where every brochure, web site, catalogue and leaflet is so carefully crafted and designed that it needs no further explanation. It’s easy… but...
Each customer care interaction boils down to two elements: in the red corner of the ring, The Customer, all enraged and ready to strike; in the blue corner, The Agent, who represents a specific company and is ready to get hit.
The road is not your final destination
Social media and internet came as quite a shock for the world of customer care. Through these new media, clients could get in contact with companies using a bunch of brand new channels and this created quite a messy situation. Many companies panicked: how can one tackle ALL these incoming messages, without getting lost in the madness?
Cognitive empathy: the difference between feeling what your customer feel and actually helping him!
The cloud is definitely rising. A report from software recommendation and research company, Software Advice, shows that companies do not want on-premises software anymore: they are more expensive, more difficult to manage and way less adaptable. On the other hand, cloud software has constantly risen, thanks to its ease of implementation (say bye bye to all those IT expenses) and attractive...
What is branding, anyway? The word “branding” has always been very foggy, but it has recently become even more complex. Traditionally used to define the very broad range of activities to place a product inside its market (from logo to package design, from promotional strategy to pricing), the word has become more and more disembodied and presently revolves around ideas such as “customer...
Customer care is increasingly more important. Dealing with your customers’ queries in a quick, personal and effective way is a game changer.
What strategy is NOT.
Despite all the constant reminders on how essential it is to have a well defined strategy to deal with customer issues, very few companies are actually able to nail it down. A lot of customer care departments think of strategy as a marketing gimmick that will only have them waste time.
We live in a world that simply overflows with advice: every day we read blogs full of tips and tricks, we find tutorials about every field of knowledge, we get suggestions for every activity we are involved with.
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