Online reviews are more than a pat on the back or a testament to your customer experience. They can have a serious impact on the bottom line, new research found.
Good or bad customer reviews, you have to do more than wait for them. You have to manage them — and here are six best practices for doing that.
Receiving criticism is in the top 10 of the most stressful selling experiences for salespeople. Whether it comes from customers, peers or your sales manager, hearing your work criticized can be hurtful if you allow it to be. But it can help you.
It used to be called hate mail, and it could be dealt with in a private way. But social media changed everything. And now angry customers can cause much more damage.
Customer surveys might want to bow out gracefully for a bit. Customer experience pros can get a bevy of insight from a few other unique sources these days.
Trust is tough to earn with customers … and oh-so-easy to lose. And once trust is gone, loyalty will follow. Here’s how to tell customers’ trust is wavering.
Customer service professionals have to care — about their work, customers and colleagues. Unfortunately, that compassion sometimes fades, and they don’t deliver the experience customers expect.
Gathering customer feedback is a valuable process. And yet it can be completely useless if you don’t do something valuable with that you’ve heard. Here’s the most important thing to do after you get customer feedback.
No one is in a better position to tell you why you lost business than your former customers. They can give you very specific reasons why they left and a view of your business you can’t get anywhere else.
It’s fun to praise employees because it usually lifts morale and spawns even better performance. But giving customer-facing reps negative feedback isn’t so pleasant.