customer service

  • Why E-Commerce Companies Struggle to Compete on Customer Service

    • August 13, 2019
    • Posted by: Ruth Van Vierzen
    • Category: Blog
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    The challenge for e-commerce businesses is the lack of face-to-face contact. Brick and mortar businesses have a big advantage in this area. Just by being in front of a customer, you can more easily address their concerns in real time and thus minimize their frustrations.

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  • Sacrificing One Customer Segment to Satisfy Another

    • June 20, 2019
    • Posted by: Ruth Van Vierzen
    • Category: Blog
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    There’s an important lesson in this for every business. When you introduce a change in order to attract a new customer segment, you must carefully consider if and how that change will impact your existing customer base.

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  • Are You Losing Sales and Customers at the Front Desk?

    • May 28, 2018
    • Posted by: Ruth Van Vierzen
    • Category: Blog
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    Whether you’re an online business with a call centre or a brick-and-mortar shop with a reception desk, it is essential to have a customer service system in place to ensure you’re not losing sales on the front line.

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  • A Solution for the High Cost of Poor Customer Service

    • May 4, 2017
    • Posted by: Ruth Van Vierzen
    • Category: Blog
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    The only thing worse than delivering poor customer service is not being prepared to handle feedback from an unhappy customer. Dissatisfied customers are a certainty in any business. So the question becomes, what are you doing in your business to minimize the number of dissatisfied customers, and what system do you have in place to handle customer complaints?

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