Customer Relationships

Explore some of the ways to leverage millennials to lead to better overall customer satisfaction and brand sentiment.

From monitoring communities to training your customer service team, it’s important to remember that your customer response time directly impacts your net promoter score, and those two metrics affect the success of your company.

Meet Vala Afshar, the author of The Pursuit of Social Business Excellence and the Chief Digital Evangelist at Salesforce. He knows marketers are up to the task of adapting to the Connected Customer, and he’s compiled data to help.

Learn why average handle time, or AHT, is out and other metrics that you can be using.

How do you keep your service agents motivated to help customers each and every day? Try these six strategies

Service Cloud delivers solutions for the realities of customer service in the digital age. It is proactive — rather than reactive — so your team can focus on delivering unequaled service rather than putting out fires all day.

For many businesses, mass personalization — the act of creating campaigns or websites targeted to each specific customer’s history — has become crucial to getting sales.

It’s important to put the time and energy into your Twitter customer service, especially since companies that use the site as a social care channel can see a 19 per cent increase in customer satisfaction.

While there’s no easy answer, there are guidelines every company should consider when choosing KPIs.

Businesses must be prepared for the latest technologies, and for those that are on the horizon, in order to improve their customer service capabilities. Stronger customer service will ultimately help your company leave the competition in the dust.