Customer Experience (CX) is a critical facet of your customer care. Your brand wants to make the experience of interacting with your product as smooth and pleasant for your customers as it possibly can be. Your CX team shoulders that responsibility. They nurture the customer through their post-sales journey, they... more
It’s not a fun time to be customer service. According to the 10th edition of the Customer Care Measurement and Consultancy’s National Customer Rage Survey, which has tracked satisfaction and incivility in customer service since 1976, 43% of customers shouted at customer care representatives in 2020, an increase from 35%... more
Customer Experience (CX) teams are the heart of developing strong and lasting relationships with customers. By providing your CX team with the right training and development opportunities, you not only help them grow, but help your business’s bottom line by creating happy customers. It’s a win-win scenario! No one knows... more
If you’ve ever been to the Apple store, you know that it’s kind of an experience: you can buy products there, you can get your devices fixed there, and there are scheduled Today at Apple classes. Like photography? You can learn how to take portraits. Music? There’s a class for... more
What is the value of a happy customer? Quite a bit. According to research, hanging on to existing customers boosts your bottom line: a 5% increase in customer retention can result in an increase in revenue of between 25 and 29%. It’s also much simpler (and less expensive) to keep... more
Your customer service agents are the face of your organization. They nurture relationships with existing clients, troubleshoot your products, and are available to answer questions whenever a customer needs to get in touch. Being a friendly voice on the phone isn’t always an easy job. Some problems are hard to... more
Customer service has undergone a transformation lately. According to a recent survey of support agents, customer expectations rose dramatically during the pandemic. Buyers expect prompt service, quick access to answers and troubleshooting, and to be able to reach representatives through a variety of channels. One of the most important channels... more
High-performing companies know that every employee counts. They can either help or hurt your reputation. Customer-facing people in particular, whether engaging face to face, on the phone, chat, or email can affect how an organization is perceived. Frontline workers – those on the frontlines of customer-focused services such as hospitality,... more
The 2022 Lenny Awards have come to a close and while we here at Litmos are bummed to see it come and go so quickly, we are beyond excited to celebrate our winners. This year, we had 36 entries in seven categories. We want to thank everyone who took time... more
In the TV show, Schitt’s Creek, there’s an ongoing inclusion of the song “The Best” by Tina Turner. It pops up in the form of an acoustic serenade, an endearing lip sync, and it even finds its way into a pivotal scene in the show’s finale. In our last Lenny... more
