Delighting customers Six ways to increase prices at your cafe or restaurant (without annoying your customers) When you’ve worked hard to build up your small business and have amassed a loyal following, the last thing you want to do is risk it all by putting prices up. But [...]
Delighting customers 25 quick tips for boosting customer loyalty at your small business Customer loyalty can be difficult to win. But it's also easy to lose. Even if you manage to convince a customer to cut ties with a big brand and use your business instead, [...]
Delighting customers Using social media for customer service — 7 tips for small business owners How many times have you asked a question or made a complaint to a business via one of its social media channels? Marketing consultancy J.D. Power and Associates found in 2013 [...]
Delighting customers How to respond to negative Facebook reviews — A guide for SMEs No one enjoys taking criticism — whether it's over the milkiness of a cup of tea you made for a colleague or your slightly adventurous choice of outfit at a family event. But criticism [...]
Delighting customers Friday face-off: phone support vs live chat Businesses are made and broken by the quality of the customer support they offer. Whatever industry you're in, it's essential that you provide your customers with a quick and easy way to get [...]
Delighting customers What UK businesses can learn from Japanese customer service Anyone who has spent even a couple of days in the Land of the Rising Sun will tell you that the Japanese are the kings of customer service. Whether you're buying a book, [...]
Delighting customers How to Choose the Right Customer Support Channels for Your Business In a previous blog post, we looked at some interesting findings from the UK Customer Satisfaction Index. One of the points we covered related to multi-channel support - in particular, how many support [...]
Delighting customers Technical Support Tips: How to Supercharge Your Knowledge Base Your knowledge base is an essential part of your support framework. It's often the first place your customers go to solve a problem, or to find out how to do something. However, as [...]
Delighting customers Is your first support response time good enough? When providing live chat or email support, you should think about how quickly you aim to reply to your customers. It may seem blindingly obvious to aim to provide the fastest support response [...]
Delighting customers 14 Things to Do During Quiet Support Periods It's in the nature of customer support that you will sometimes experience 'dead zones' — times during the day when nobody gets in touch. Our live chat system includes a basic analytics package, so [...]
Delighting customers Five Steps to a Great Software Demo At RotaCloud, online demos are crucial to our on-boarding process. Many potential clients would be put off by a piece of software if they didn't have the option of a demo. This means [...]
Delighting customers Today, I Felt Good About Recommending a Competitor Am I crazy? Possibly. But I felt good about it. Here's what happened. Someone contacted me about subscribing to our software. They explained their use case, and specified a particular need that [...]
Delighting customers Three Facts That Could Help You Deliver Higher Customer Satisfaction Customer satisfaction is very important - you shouldn't need us to tell you that! Research has shown that higher levels of customer satisfaction yield better performance and higher market share. Furthermore, the companies [...]
Delighting customers Five Examples of Great Customer Service (and One Example of Horrific Customer Service) Your customers are important to you - or at least they should be! Without them, you wouldn't have a job. This is true whether you're a customer service rep, the CEO, a developer, [...]
Delighting customers How To Manage Angry SaaS Customers We're very lucky at RotaCloud. We have an excellent product with very few bugs, and our software is also full-featured enough for most of our customers. Therefore, most of our support interactions [...]
Delighting customers Three Tools We Use to Provide Top-Class Customer Service The software industry is going through a radical change. Paid-for software is moving away from single-purchase products in favour of rolling subscription services. Even Apple’s App Store underwent a big change recently [...]
Delighting customers Q&A: Retail Expert Debbie Hauss on Using Technology to Achieve Customer Service Excellence Social media and mobile technology have turned customer service on its head. More and more customers are turning to social channels to pose their questions, report satisfaction and voice their complaints. This public [...]