You may have heard that customer touchpoints are key moments that make or break your ability to make sales and build relationships with customers. But what, exactly, are they? Customer experience touchpoints encompass any and all points at which customers interact with your business. Each of them will form an impression, and the results will... ... The post Understanding Customer Touchpoints appeared first on RSVP Call Centre ..read more

All businesses work hard to gain new customers. If they have positive experiences, there’s a good chance they’ll buy again, increasing the returns on your marketing investment. If they’re delighted, they may even start “marketing” your business to colleagues, friends, and family members. It’s the holy grail of customer service, and the returns can be... ... The post What is a Customer Experience Framework? appeared first on RSVP Call Centre ..read more

It would be easy to believe that customer engagement is an indicator of how interested customers are in your business, but that would be only half of the answer. The truth is that customer engagement is a relationship, and as such, it’s a two-way street. In short, your customers won’t be interested in you if... ... The post Customer Engagement: Definition and Strategies appeared first on RSVP Call Centre ..read more

As people, every single individual is unique. But as customers, some people share specific histories and sets of intentions. Knowing who is who helps you to give them what they expect or, better yet, offer them something they didn’t expect but definitely want.  Sounds like a conundrum? Let’s take a closer look at different types... ... The post Understanding the Different Types of Customers appeared first on RSVP Call Centre ..read more

We’re sure you’ve had those moments: dreading the need to do business with a company or deciding that you’ll never support them again because their products or their service failed to satisfy you. Maybe your pain points led you to craft the most scathing review you could think of and to tell all your friends... ... The post How to Identify Customer Pain Points appeared first on RSVP Call Centre ..read more

The term “customer success” may seem rather strange if you don’t know its background. Here’s a quick history that explains why it was coined. In the 90s and 2000s, companies realised that although their sales were growing, they were experiencing unacceptable levels of churn. In other words, they were losing a lot of customers after... ... The post Customer Success: What is and Why It Matters appeared first on RSVP Call Centre ..read more

If you’re asking this question, you’ve already realised that customer service management is far more complex than the term seems to imply. Customer service management focuses on customer needs, coordinating customer service-related activities across internal departments. It deploys people and technology to serve customers, and strives for continuous service improvement. This article examines how this... ... The post What is Customer Service Management? appeared first on RSVP Call Centre ..read more

Looking to boost your sales and build an even better business reputation than you already have? There’s no need to stretch your imagination when you have customer feedback and ideas to work with. We love to talk about exceeding customer expectations, but most customers would be perfectly happy if you simply met them. Here’s some... ... The post Customer Feedback: What it Is and How to Collect It appeared first on RSVP Call Centre ..read more

Looking to use AI in customer service? There’s one vital ingredient it lacks, and that’s empathy: the ability to understand emotions and respond appropriately. This can lead to already-frustrated or angry customers becoming even angrier and more frustrated. If you’ve ever tried talking to a bot and ended up insulting it in every way you deem possible, you’ll know what we’re talking about.  Of course, chatbots and AI have their place, but if you want to gain a reputation for taking good care of your customers, it should always be easy for them to talk to another human being. When they do ..read more

It’s something you definitely didn’t want: there are customers who are somewhat unhappy about doing business with you. And that might be putting it mildly! To be fair, no business will please everyone all of the time. Most of your customers are happy campers. The ones who complain are probably the exceptions. All the same, you ignore them at your peril. Here’s the sunny side behind that looming customer complaint: every criticism represents an opportunity. Many customers don’t like to air complaints. The ones who speak up are offering you feedback that you’d be willing to pay for, and they’re ..read more