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customer experience


5 Customer Support Metrics Every Customer Service Department Should Be Measuring

Nov 22, 2017

When you think about great customer support, what are the first things that come to mind? If you’re like most people, you probably think about patience, positivity, knowledge, and a willingness to help, among others. What you probably don’t think about right away is metrics. But, if you’re the CEO of a business or manage a customer support department, you probably should be thinking about your metrics. While all those items listed above are crucial to a strong customer support team, metrics are really what we use as businesses to measure our performance and make improvements to our processes. This should be no different in the customer support department. No need to leave the metrics to the financial and marketing team! Let’s take a look at the 5 customer support metrics that you should be tracking and how they can help inform your customer support strategy.

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3 Internet Marketing Mistakes to Learn from Bar Rescue

Feb 21, 2013

Sometimes reality TV is pollution. We know. Stay with me. Bar Rescue is a guilty pleasure I find helpful for small business owners and internet marketers, thanks to bar scientist and expert Jon Taffer. He forces struggling bars to face the harsh reality of their condition then overhauls the establishment to improve all facets including branding, customer experience, product/services with...

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