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Customers First: The Best B2B Customer Service Blog

Matthew Brown

Recent Posts

Understanding the NPS (Net Promoter Score) and How It Impacts B2B Customer Support

In the competitive B2B world, companies are looking for any way to have an advantage over their competition. Given this, you may or may not have heard of the Net Promoter Score (NPS) that some companies utilize to measure customer satisfaction. Let’s take a closer look at the NPS and more importantly its impact on B2B customer support.

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Customer Support in Canada – Providing Successful Support in the Bilingual Country

Canada is more than just cold weather and hockey. With the 16th highest GDP (Gross Domestic Product) on the planet, the northern neighbor of the United States also has one of the highest quality of life scores in the world. It’s a country with a large urban population and many opportunities. But what should you know about customer support in Canada and how to meet the needs of customers in this country? Here are a few things…

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How to Revitalize Your Custom Support Culture

A customer support culture is a delicate thing. One day morale can be great after an awesome company meeting or event, the next day it can be low when a mistake leads to a high volume of support tickets. Too many low days in a row can lead to a culture that’s headed in the wrong direction. But how can you revitalize your customer support culture to keep it fresh and make agents feel valued so they put their best foot forward with customers? Here are a few ways…

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What You Need to Know When Evaluating Customer Service Software Solutions

Choosing the right customer service software (CSS) solution isn’t easy. One solution may have a low price but may not offer the features you need. Another can have everything you’re looking for but their pricing structure doesn’t work well with your budget. Or maybe you’re just overwhelmed by the number of choices and you don’t fully understand all the features and functionality. Whatever your situation, here’s some important information to consider when evaluating customer service software solutions…

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How Customer Experience Drives Revenue

The phrase “Customer Experience” (CX) is everywhere and it doesn’t seem to be going away anytime soon. But while it’s easy for an industry expert to say “you need to improve your CX”, actually implementing a customer experience methodology that drives revenue can be challenging. Let’s take a moment to understand how customer experience drives revenue, especially in the business-to-business (B2B) world, and specifically how improving the experience can help your bottom line.

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