10 Best Practices of Customer Service Management

Best Practices of Customer Service ManagementWithout question, there are certain practices that companies with great customer servicing have in common with one another. We recommend Customer Experience Measurement (CEM) to help you find out the state of your business’ customer service and know exactly how to improve it.  We want to help you get started by giving you these best practices, so you can make some initial improvements as soon as possible. (more…)


3 Assumptions about Bad Customer Service Management… and Why They Are WRONG

Assumption #1: My staff does not have enough product knowledge

Of course product knowledge is important but more often than not, the problem lies more with the staff’s selling skills. They lack the confidence and the proper training to be able to communicate the benefit of what they are selling. The good news is that it’s usually a case of just letting them translate their learnings from their training into something they can believe in, communicate, and sell. (more…)


What Everyone Needs to Know about the Importance of Customer Service Management

Customer Satisfaction and QualityWe’ve been talking about CEM (Customer Experience Measurement), and various ways to improve customer service but do you know exactly WHY there is a need for Customer Service Management? Why is it so important to make sure that your brand’s customer service is great? This article is aimed to help you understand exactly how the quality of your customer service affects your brand, business, and revenue. (more…)


The 6 DOs and DON’Ts for Improving Customer Service through CEM

Improving Customer Service TipsIf you’ve decided to get CEM (Customer Experience Management) for your brand, then I’d like to congratulate you on taking the 1st step towards the growth of your business. CEM is definitely a worthwhile investment but be forewarned: it isn’t a silver bullet that will magically improve your brand’s customer service on its own. For CEM to be effective, it requires a close collaboration between you, your stakeholders, and the CEM Company you’ve hired. In light of this, I’d like to mention 6 simple Dos and Don’ts that will guide you and allow you to get the full benefits of CEM. (more…)