customer service Archives

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Consumers expect great service wherever they are on the purchase journey. And the current global crisis has only heightened these expectations. According to Salesforce, the COVID-19 pandemic has raised customer service standards for more than half (58%) of consumers. When companies hit the mark, they’re rewarded. Salesforce found that 71% of consumers say they’ve made…

Customer Service (CS) and Customer Experience (CX) are both frequently used terms in the business world. And oftentimes, these two phrases are used interchangeably. But are Customer Service and Customer Experience in fact the same thing? The short answer? No. CS and CX are certainly related, but they’re not the same thing. What exactly is…

Customer-centric brands can leverage these four CX trends to deliver great experiences in the year ahead. At the start of the COVID-19 pandemic, companies scrambled to adapt to what we thought were temporary changes in consumer behavior. For example, retailers rushed to make curbside pickup available to keep contact to a minimum—while still maintaining sales.…

Customer-centric brands are laser-focused on providing great experiences to their shoppers. And for good reason. Consumers that have good experiences with a brand become loyal. What’s more, these happy shoppers are likely to spread the word about their great experiences. This, of course, leads to sales growth for the brand. In fact, according to an article…

The majority of U.S. states have eased their stay-at-home orders, but many people are still reluctant to venture into crowded brick-and-mortar stores. And that means more consumers are shopping online. According to data from Bazaarvoice, in April 2020, eCommerce orders were up 96% year-over-year. With this rapid growth in eCommerce comes an increased dependence on user-generated…

Reviews are one of the top factors a shopper considers when making a purchase. And as it turns out, consumers have started to depend on reviews even more during the COVID-19 pandemic. A PowerReviews analysis found that towards the end of April 2020, consumers engaged with reviews prior to making a purchase at double the rate as the same…

In a relatively short amount of time, the COVID-19 pandemic has completely turned our world upside down. Concerns about health, safety and the state of the economy have left many of us feeling anxious and scared. Plus, stay-at-home orders and social distancing measures, though necessary, have resulted in widespread feelings of loneliness and isolation. It’s…

Winning brands work tirelessly to develop innovative products that satisfy consumers’ ever changing wants and needs. Of course, these brands also strive to develop products that are safe for consumers to use. In addition to their own safety and quality standards, brands — especially those that manufacture consumer packaged goods — must abide by rules…

Recently, Amazon has ramped up their efforts to combat counterfeits. According to an Amazon blog post, in 2018 alone the company “invested over $400 million in personnel and tools built on machine learning and data science” in order to protect customers from counterfeits. What’s more, a bipartisan bill called the Shop Safe Act of 2020 was introduced earlier…

How you can leverage customer engagement and expectations to build your brand’s image and bottom line. Nearly all buyers today trust reviews as much as personal recommendations. Though word-of-mouth is still critically important, the conversation has moved from town squares and city streets to the digital landscape. Most people today will hear about your brand’s…