Institute associates are available to deliver in-depth leading-edge keynote presentations at conferences and company meetings on a variety of Customer Care topics.
The simple fact is this: Reducing customer service is the last thing companies should do in a recession, given that it is a buyer's market. Customers are receiving multiple offers from aggressive competitors and switching suppliers at the first sign of poor service.
Companies cannot rely only on product differentiation to sustain customers' interest, but they need to maintain their relationship with choice-spoilt customers by enhancing customer care.
Outsourcing providers often struggle with internal issues that degrade the services they provide clients. But clients must lead the way toward solutions.
Seventy-two percent said they are more likely to shop with a retailer that gives consumers the flexibility to interact easily via online, mobile and kiosk self-service channels versus a retailer that does not.
Some judgments need time. A meaningful appraisal includes measuring an employee's staying power over time. Persistence, response to setbacks, and other key traits can't be rated in a day.
The percentage of salespeople who ask questions or otherwise aid customers in making informed purchase decisions regarding their wireless service has steadily decreased since 2006.
Our research indicates the effect in most cases is significantly negative -- but similar to the effect of outsourcing customer service domestically. That suggests companies shouldn't necessarily forgo the savings they can reap from offshoring. But if they're going to do it, they'd better do it right.
