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Retaining loyal customers is critical to growing your business. In fact, according to loyalty guru Fred Reichheld, a 5 percent increase in customer retention can translate to a 25 to 50 percent jump in profits. You earn loyal customers by paying attention to the things that matter most to them. |
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Wednesday, 01 August 2007 |
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Parts of Eastern Europe, Africa, and the Middle East are vying to become new offshoring hubs—and nudging aside established players |
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Tuesday, 31 July 2007 |
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Finding that the cost savings of offshoring are offset by losses in client retention and satisfaction, British companies are moving support operations back home It's no secret that there's something of a consumer backlash against offshore call centers. Some companies, including Dell and US Airways Group, have even pulled some of their call center work back to the U.S. after complaints from customers about everything from foreign accents to the quality of support. |
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Wednesday, 25 July 2007 |
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Businesses attribute a lot to their customers and often owe their success to customer loyalty. According to experts, customer care has grown to become an important business process and has stealthily found a place in boardroom discussions. As a result, overlooking customer expectations is now treated as a serious business risk. |
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Tuesday, 24 July 2007 |
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Investment and consolidation in the outsourced customer care industry is at its highest level ever, and is poised to continue its growth, according to a new report. Investor interest, as measured in mergers and acquisitions (M&A), reached record levels in dollar amount and number of transactions in 2006. The sector ended the year with $8.2 billion in total global M&A deal volume, including a record $7.4 billion domestically. |
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Monday, 23 July 2007 |
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Enterprise cross-sell can allow the mortgage division to firmly re-establish its role in guiding a bank's direction. By leading the charge toward a more profitable enterprise, mortgage leaders achieve two things: They support the concept of the bank as a single business entity, and it turns imminent change into an opportunity to lead the organization and ensure its future success. |
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Thursday, 19 July 2007 |
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During a recent customer experience seminar, participants highlighted a common challenge regarding their ability to delight and even satisfy customers. Nearly all agreed that consistently delighting customers is virtually impossible when customers routinely believe that their individual cases are exceptions and that existing policies and procedures should not be applied to their problems. |
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Friday, 13 July 2007 |
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With many companies now choosing to conduct offshore operations themselves, the global outsourcing market has suffered a slowdown. The increase in the number of organisations setting up their own 'DIY' offshore operations in countries such as India is responsible for the slowdown in the global outsourcing market. |
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Friday, 13 July 2007 |
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Companies are constantly searching for innovative ways to maximize the efficiency of their call centers while at the same time reducing overall costs. In a recent survey over a third of Best-in-Class (BIC) survey respondents (35%) have seen greater than a 10% improvement in customer satisfaction upon the implementation of a distributed agent strategy. |
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Thursday, 12 July 2007 |
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While organizations turned to outsourcing during tough economic times to cut costs and boost efficiencies, a study by Deloitte Consulting has found that few organizations have realized the benefits they expected and some are bringing outsourced projects back in-house. |
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Tuesday, 10 July 2007 |
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