Better Conversations. Happier Customers.
Working from home and some counter-intuitive realizations. I busted my ankle! Ever since, it’s been getting tougher to find interesting things to discuss and write about. I still partake in the usual office meetings and updates and such (albeit through video conferencing) but the lack of human contact puts a serious dent on my creativity … Continue reading “Traditional Work From Home Advice Is Wrong.”
Timeless quotes to help a business win. I’ve literally watched the beloved series, Mad Men, 5 times. It’s easily my favorite period-show of all time and any entrepreneur should do themselves a favor and watch it (if not for the amazing cinematography and wardrobe selections). Several business related themes always pop out at me: Never … Continue reading “Mad Men and the Idea of Business”
Our interview with BigCommerce on the future of eCommerce + other Top Tips for success. via Instagram BigCommerce recently compiled an extensive case study on the future of eCommerce via Instagram Shopping and shared many valuable tips for businesses looking to expand their omni-channel shopping experience for customers. Reamaze co-founder David Feng shares some of … Continue reading “Why Every eCommerce Business Should Look Into Instagram Shopping”
A fool proof formula for customer success. The best customer service team is the one that has accompanied you during growth. Over the past several years we’ve assembled an arsenal of insights and ideas about how to assemble the perfect customer service team. It’s not for every business but it’s not a bad to start. … Continue reading “How to Assemble a Customer Service Dream Team”
That is the question. This question comes up so often for entrepreneurs that the default answer is almost always to keep pushing forward. When you haven’t yet exhausted all your ideas, resources, and physical/spiritual might, the default answer is always to keep pushing forward. One comforting fact when you’re faced with this question is that … Continue reading “When to push forward and when to try something else.”
How to engage and wow customers using Reamaze! Every once in a while we like to show off the amazing flexibility and deep integration capabilities of Reamaze with many of our partners. Today, we’re going to show you a few ways you can deeply integrate customer data with customer conversations using our BigCommerce integration. Reamaze’s … Continue reading “Deep Customer Integration for BigCommerce”
Great customer service is all about planning. We interviewed over 300 actual shoppers with the intent of figuring out what they prefer when it comes to engaging with businesses. More specifically, eCommerce businesses. Every eCommerce store has some form of customer service but more often than not, the tools chosen to handle customer inquiries is … Continue reading “Demystifying Customer Engagement for eCommerce”
How Lash Stuff adopted Reamaze and BigCommerce to maximize customer happiness. We’re starting a brand new series to highlight businesses that not only use the Reamaze platform on a daily basis for customer engagement but also take customer happiness to heart. This month we’re featuring a company called Lash Stuff. Lash Stuff offers one of … Continue reading “Customer Success Case Study”
Guest Post: Alex Brown, Digital Marketing Manager at ProjectManager.com. Are you a small business owner that can’t seem to find the time of day to manage all of the responsibilities that arise when running a growing business? Let alone take into account customer feedback and implement new business practices based on customer engagement. Don’t worry, … Continue reading “How to Organize Your Business to Save Time for Customer Insights”
Constantly adapt and readapt your customer engagement strategy. The best way to think about customer service is to evaluate your needs as an eCommerce business and your customers’ demands at separate and distinct growth phases. Remember, customer service is not a static process. Small eCommerce businesses cannot and should not be fixated on processes or … Continue reading “Stages of Customer Service for Every Stage of Your eCommerce Business”
a flip book by Reamaze 2016 has been one phenomenal year. Our blog is proof of your support and feedback. We also want to give a shout out to our amazing team who’ve braved through some insane challenges and knocked each one out of the park. To close out the year strong, our entire team … Continue reading “99 Mantras and Stories to Improve the Customer State of Mind”
Guest Post: Kaylene Eckels, VP of Global Operations at Etech Global Services Image source: Yahoo Canada / Disney Customer support is more than an element of business operation. It is a bridge, a critical connector between consumers and sellers of a product or service. With an increasing need for automation, it can be tempting to divert … Continue reading “Secure Return Business by Providing Unparalleled Customer Service and Support”
The perils of enforcing immediate ROI. Startups (us included) have an incessant urge to constantly ask “is that ROI positive” for every business decision. We’ve become so accustomed to constantly think about growing our user base, making our product better, and watching out for the runway cliff that we often misguide ourselves by missing important … Continue reading “Not everything needs to “pan out”.”
10 tips and tricks to prepare your teams. Holidays are just around the corner. That means an endless amount of gatherings, food, and most importantly, shopping. For you folks who live and breathe eCommerce, it’s the perfect time to start ramping up efforts to make sure customers stay happy throughout the chaos. You’ve worked insanely … Continue reading “Gearing Up eCommerce Customer Service For The Holidays”
Japan’s methodical attention to quality at scale. In my time in Tokyo I had a total of 9 meals. All of them were chain restaurants. In the States and in most countries around the globe, this is usually synonymous with fast food or run-of-the-mill food with no passion, love, or soul. Awesome food from chain … Continue reading “Disciplined Attention to Process”
Customer service tips for startups and small teams. There’s no better way to work than at a startup that understands the beauty and importance of staying small. Our customers often ask about how we’re able to offer such spectacular customer service given our customer experience team is still under 5 people. Here are some tips … Continue reading “Helping customers faster with less.”
Capturing incremental value from your existing conversations. Based on our own numbers, selling into a new customer is usually 10x to 20x harder than up-selling or cross-selling. Based on other numbers: The probability of selling something to a prospect is only about 5–20%, while the probability of selling something to an existing customer is 60–70%. — Marketing … Continue reading “Training customer service to be master influencers.”
Honesty > Fear. Every time. I’m currently on my way to Vancouver from Seattle for a wedding. I’m also writing this on the car we just rented from Hertz. No I’m not driving. The wife is. I wanted a chance to write my thoughts down before I arrive at the food-coma-land that is British Columbia. … Continue reading “Fear is not a strategy. Honesty is.”
Exploring new ways to create customer-focused teams. Those of you that have worked with our customer experience team before know that we do things a little differently at Reamaze. There’s no “customer support” team and there’s no “customer success team”. The two together make up our customer experience team. Daily customer appreciations received. Rolling 2-months. … Continue reading “Refining Customer Service with Better Experiences”
Step by step guide to gathering insights from customers who care Being able to extract valuable information and signals out of your everyday customer interactions is one of the most rewarding skill sets you can build into your business culture. Over time, tidbits of information form to create stockpiles of actionable feedback that your teams … Continue reading “How to turn every complaint into invaluable feedback”
