Blog
Welcome to our company blog, dedicated to exploring the world of Customer Experience and Trust and Safety issues and insights.
Is Your Customer a Promoter or a Detractor?
Many businesses neglect one aspect of marketing that’s integral to their development and growth which is gathering customer feedback. Customer feedback is essential in helping businesses understand what their customers are looking for, what they like, and dislike. Social media reviews, surveys, and focus groups are great ways to gather customer feedback and will aid in the success of your business. Social Media Reviews -get to know your customer better Social [...]
How Do Your Employees Work Best?
How to help employees succeed? It’s expected that people are varied in their skills and ability to interpret, learn, and process information. For people in the workforce it’s no different, and can be challenging when you factor in the following considerations: Generational gaps Company culture Personality differences Leadership styles Individual adaptability and willingness to learn Previous employment experience Learning how employees work best can ensure managers and employees have [...]
Why Happy Employees Make Better Employees
Why is employee happiness important? In one study, economists at the University of Warwick reported that happy employees are as much as 12% more productive than their counterparts, while unhappy employees are as much as 10% less productive. So why does happiness matter on the job? When we’re happy, our brains are more peaceful and we’re better able to handle challenges and solve problems, we’re more engaged with our work, are [...]
How Multilingual Customer Service Can Help Maximize Your Startup
When you’re running a startup, especially one that centers on technology, you almost always need to interact with customers from all over the world. The connectivity of today’s business world allows you to bridge the gap between different countries and different time zones, opening up your startup to more market penetration and revenue potential. But with international reach also come some common challenges. One of these is the language [...]
3 Steps to Get Your Team On Board with Outsourcing
When you’re considering outsourcing some of your business processes to a third party, it’s not unusual for your leadership team to be excited about the shift. But it’s also just as common for the rest of your employees to feel some hesitation, or even downright resistance, to such a change. Whenever you make a move that impacts your personnel, it’s in everyone’s best interest to work through these roadblocks and be [...]
Here’s Why So Many Fortune 500 Companies Outsource Key Business Processes
When you hear the word outsourcing, you might think it only applies to businesses who send their labor offshore in order to save costs. But outsourcing can mean so much more, especially in the context of business processes and company growth. In fact, many of the world’s most trusted and successful brands rely on outsourcing some of their core functions in order to streamline operations and allow their team [...]
Your Guide to Retaining your Company Culture as you Begin Outsourcing
When you’re about to dive into an outsourcing engagement with a BPO partner, it’s common to be excited and nervous at the same time. You might be eagerly awaiting the improvements you expect to see in efficiency, customer retention and profitability, but you also might have some concerns about how the transition to outsourced services could impact your existing team. Here’s a look at how you can be intentional [...]
Team Building Activities to Nurture your Business on the Inside
When you’re in an executive role at a business, leading your team can be one of the most difficult challenges you face. With so many personalities to manage, strengths to consider, and goals to keep in mind, it can be tough to know how to motivate your employees and invite collaboration. One way to make this happen is by giving renewed focus to team-building activities that actually work. [...]
Three Reasons your Customer Support is Missing the Mark – And how to Fix It
The most successful and top rated businesses have customer service departments that stand out above others in their industry and are a positive part of their reputation. However, all too often, the best intentions of improving customer service practices fail to translate into reality. This happens for many reasons, most often because a business doesn’t have enough time to train its staff on all the nuances they need to know [...]
The Surprising Reason your Customer Service could Allow you to Start Charging More
Sometimes in business, we mistakenly assume that our target audiences will go with whichever company offers them what they need for the lowest price. But even though budgets matter, research has found time and again that low price points are far from the only factor consumers consider when choosing a brand to buy from. In fact, research done by Oracle revealed that 86% of customers will pay more for [...]