Categories - Tips

Small business owners tend to think that branding is something only large companies need. However with small businesses accounting for as much as 95-99% of private sector entities in most countries, branding is crucial for small businesses to be able to stand out and capture potential clients. No matter how amazing your product is, no-one... Read More

CSRs need a direction, and the passion to follow it. Directions are the easy part – most companies probably already have something in mind. Take a look at our recent post on the subject if you need help there. But how about that higher calling? That inner flame that must burn in all employees that... Read More

Have you checked out the latest video released by PSY of Gangnam Style fame? It’s a great song with catchy lyrics that go “mother father gentleman”. PSY also does a whole load of amusing things in the video (read: all the things that I never dared to do as a child). Anyway, it got me... Read More

* This tutorial assumes that you are already using Google Analytics and are familiar with the basics of how it works. If you’re new, Google Analytics is a powerful tool that helps you understand and analyze your web traffic. You can easily find good tutorials online explaining how Google Analytics works. It’s been awhile since we talked... Read More

Customer wow is a term we use quite a lot of on this blog, but we never really got around to explaining it. The premise of the term is pretty simple, it basically refers to customer service that will wow your customers. But if we can’t really put a finger how can we know if... Read More

Regardless of the size of any business, communication is integral to its success. With the advancement of communication technology in recent times, businesses are spoilt for choice – different businesses have their own preferred communication methods of choice. With the myriad of communication technologies to choose from, it is sometimes difficult to determine which medium... Read More

Companies spend millions of dollars on big-data market research in a bid to unravel the mysteries of marketing. At the same time, negative customer experiences persist, with devastating results – as of 2012, 86% of consumers quit doing business with a company due to a bad customer experience, while 60% said they would pay more... Read More

Finding the right balance in goal-setting is integral to the success of any team, as front-line employees, it is all the more important that your customer service team is suitably motivated by the right goals. After all, they are the source of outstanding service and part of an unforgettable brand experience. Here are some points... Read More

    CSRs are almost always the most under-appreciated and overworked.  They are silent heroes who sit through the rants of angry customers, while trying to constructively troubleshoot the problem. They have to display immense patience when dealing with customers who as never-ending questions and still not get it. Sometimes they double up as accomplished salesmen who sell... Read More

We thought this article provided a really good perspective on how the importance of customer service has evolved. (It seems like only yesterday when people were talking about Gen X though..) So here’s our take on how customer service should evolve to meet the needs of Gen Y.   Customer service becomes part of the... Read More