Here you will find our blog posts relating to customer experience and customer service. As a fundamental element to business success, the way you engage with your customers and communicate with them is key to providing a good experience. FastSMS talk about how you can use SMS and business messaging to improve your customer experience or how the latest tech can assist you further.
Has your business’ contact centre felt the impact of the 44% increase in call volume since the beginning of the pandemic? Take a look at our guide below for practical tips on how to reduce call volumes while improving the customer experience.
Businesses often get lost in the race to try and get new customers, spending massive amounts of money and resources on beating their competition into getting as many leads as possible. In fact, 44% of companies have a greater focus on customer acquisition, compared to only 18% that focus on customer retention (Source: SmartInsights).
Which leads to our first however, did you know it costs five times as much to attract a new customer, than to keep and existing one? (Source: Econsultancy)
New customers are great, but businesses can be blinded by them, and start to neglect their existing customers, when actually, customer retention is imperative to any and every business for it to be able to build and grow. Harvard Business School research suggests, that by increasing your retention rates by just 5%, you will increase your profits by 25%.
So by focusing on customer retention you can actually accelerate your business...
Businesses are always looking for better and more efficient ways to market and advertise their business, from television adverts, to SEO and pay-per click adverts - they are always after better responses and a higher return on their investments.
However, recently there has been a shift in focus and priority, as businesses are starting to prioritise their customer’s experience. Companies such as Apple and Amazon are paving the way with their fantastic and trend setting customer experiences, that ultimately end up making brand advocates of their customers.
Customer expectations are rising
As these major brands increase and perfect their customer support and experiences, customers levels of expectations are rising. They know exactly how they want to be treated, they know exactly what is ‘great customer service’ and what makes a good customer experience.
The bar has been set high and now your customers expect the same level of service from all their interactions across...