Posts in Caring for customers
How to Generate Business Insights from Online Reviews

Knowing your customers is the single most important business superpower.

And still, many brands are satisfied doing a bit of market research and running a few focus groups — essentially, collecting a bunch of opinions.

But to really get under the skin of your customers, you need to be able to read the values that are expressed in those opinions.

That’s what this article is all about.

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These 10 game-changing tips will help you make the most of customer reviews

I’ve assembled a list of 10 helpful facts for you based on academic research, as well as advice from other customer care experts such as Help Scout, Moz, Groove and CustomerSure.

The 10 tips that made my list include what to do when you get a bad review, how to get more customer reviews, and how to use other companies’ reviews to build your own.

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Making an Action Plan for Better Customer Care Responses: A Case Study

The customer care leadership team of this multinational company was concerned about the quality of written responses going out to customers. They had seen samples with poor spelling and grammar and worried those samples might be representative.

Find out how I approached the project, and how we worked together to improve customer care replies.

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How to reply to a customer asking #whomademyclothes — clearly & convincingly

During #FashionRevolutionWeek, social media is full of important questions which are tricky to answer. Especially in 220 characters. Even if you work for a responsible brand and you already know how to reply to a customer query, these kinds of questions can seem really daunting.

So here's a step-by-step guide for handling #whomademyclothes well. 

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7 common misunderstandings in multicultural customer care (and how to fix them)

Brexit, "Make America Great Again", Narendra Modi's Davos speech about globalisation losing its lustre: those things can't fool us into thinking that globalisation is over. Every business now sells to a multicultural, multilingual audience. In this article, we'll look at 7 common conundrums that can get in the way of building rapport with customers who speak a different language, or who live in a different culture — and how to solve them.

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How can customer care survive the plastic storm in our teacups?

This month started off with a shock to the British public: our beloved teabags contain plastic. Tea lovers all over the country started asking their favourite brands some difficult questions on Twitter. And it didn't take long till we saw service teams getting some stick for how they responded.

In this article, we'll analyse what went wrong in those tweets, and how to do it better — both now and in the long run.

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12 days to Christmas: survive & thrive during peak season

For many customer support pros and business owners, December is a month of overflowing inboxes, overtime and overwhelm. Only to be continued in January, when the end-of-season sales kick off properly and the returns come in. In this article, I share my 12 favourite try-today ideas that can help you cope with this busy time.

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Customer Service Trends 2018: 10 things we learned at the Forum's National Conference for Quality & Customer Experience

From complaints to mindfulness, from surveys to robots — what's going to change in the world of customer service? Take a peek at our notes from The Forum's Conference for Quality & Customer Experience on 29 November and make 2018 your best year yet.

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What not to write: 13 words and expressions to avoid in your customer care replies

One of the most frequent requests we get: a page that contains words or expressions that should be avoided in replies to customers. So, here it is. 13 examples of what not to write, and what to write instead. We hope to grow this to a long list, so please add your own examples in the comments.

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Doing good: 5 tips for consumer questions about your ethics

Critical consumerism is on the rise — fortunately! This means people are more likely to ask your support team about ethics and sustainability. Sabine's put a company to the test. See why the response she got isn't good enough — and what you can do so your team gives a better one.

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Why most complaint-handling guides actually make things WORSE for your customers

Successfully resolving a complaint is the happy result of a respectful, non-violent exchange about the customer's needs and how to meet them. This article introduces you to a scientifically proven way to connect with people who are stressed, emotional and making a complaint.

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