SmartMessage Blog

JULY 13, 2023

Every brand dreams of loyal customers. Building customer loyalty is essential for growth. Companies build strategies and heavily invest to maintain a solid customer base in today’s fiercely competitive business world. According to expressanalytics, customer retention costs up to 6 times less than acquisition.

Loyalty 40

Loyalty Management Loyalty Programs Competitive Advantage 40

Maru/HUB

FEBRUARY 2, 2018

This week we’ve been focused on customer service in the wake of new experiences in the way we shop, interact and provide feedback. In our last post, we argued that innovative experiences such as Amazon Go, makes it difficult to gain rich insight in the form of a real conversation.

Omni-Channel 80

Omni-Channel Consumers Self Service Effort Score 80

SurveySensum

JULY 26, 2023

Customer churn. It’s like a game of “now you see them, now you don’t” with customers jumping ship to competitors in the blink of an eye if they don’t feel valued and satisfied. It is far more expensive to acquire new customers than to retain existing ones and brands understand that.

Customer Retention 52

Customer Retention Retail Strategy Social Media 52

Comm100

JUNE 30, 2016

Time and time again, we see evidence that great customer service experiences are critical in maintaining customer loyalty and satisfaction. According to research conducted in 2015 by Aspect Cloud Solutions , 76% of respondents see “customer service as a ‘true test’ of how much a company values them.”

Customer Service Training 139

Customer Service Training Course Training Customer Service 139

Alida

FEBRUARY 1, 2017

If there’s one thing your customers don’t lack, it’s options. In a world abundant with choice, how can companies win the long-term loyalty of customers? The study, called Wantedness, reveals eye-opening insight on what it takes to attract and retain customers. Proving your commitment to your customers. Here’s why.

Study 100

Study e-support Competitive Advantage Touchpoint 100

Call Experts

OCTOBER 5, 2023

Today, customer support plays a pivotal role in maintaining and growing a loyal customer base, enticing many companies to hire a contact center for their answering services. Ultimately, a well-managed contact center can be the lifeline of your customer service operations.

Contact Center 105

Contact Center Call Center Guidelines Customer Satisfaction 105

Call Experts

APRIL 8, 2024

Today, customer support plays a pivotal role in maintaining and growing a loyal customer base, enticing many companies to hire a contact center for their answering services. Ultimately, a well-managed contact center can be the lifeline of your customer service operations.

Contact Center 52

Contact Center Call Center Guidelines Customer Satisfaction 52

SurveySparrow

SEPTEMBER 8, 2021

A customer contacts your support team to express his dissatisfaction with the brand whose experience was superb earlier. But, of course, as a leader, you’ll try to find reasons for the blow and work towards improving the customer’s experience, won’t you? What if the employee experience needs work in place of the customer?

Employee Experience 59

Employee Experience Software Management Employee Engagement 59

NobelBiz

APRIL 18, 2023

Hyper efficiency is a term used to describe the streamlining of processes to increase productivity, reduce costs, and improve customer service. Today, hyper efficiency is no longer a luxury but a necessity for call centers looking to thrive and outperform their competition.

Contact Center 52

Contact Center Call Center Management Gamification 52

Grade.us

APRIL 2, 2018

An angry customer wrote this negative review about. This isn't a disgruntled customer reviewing a product on Amazon. There are negative reviews , forum posts by customers complaining about their awful service. Hate pages and groups where customers admit " Amazon kind of sucks and we've all just come to accept it.

Ecommerce 38

Ecommerce Competitive Advantage Exceptional Customer Service Innovation 38

Magellan Solutions

APRIL 4, 2024

Meet the future of customer service: live chat agents! In a world where instant gratification reigns supreme, customers demand personalized experiences like never before. Take advantage of this essential tool to transform online interactions and exceed consumer expectations. What are Live Chat Agents?

Wait Times 52

Wait Times Guidelines Exceptional Customer Service Competitive Advantage 52

Calabrio

OCTOBER 3, 2019

As companies embrace digital possibilities to empower their workforce and re-define the customer experience, VP of Product Marketing and Management, Magnus Geverts, takes a closer look at what’s next for WFM. Over time, frontline staff too have come to enjoy more control over their working lives through self-service.

Self Service 145

Self Service Contact Center Gamification Competitive Advantage 145