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I have always been a huge evangelist for greater customer focus. Because of my experience in relationship management, system integration and customer satisfaction, I have learned first hand how technology designed without the customer in mind creates not only weak and forgettable experience but also poor economic results. |
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Monday, 19 November 2007 |
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Recently, Walmart.com kicked off its "Customer Contact Reduction" program -- a quietly launched initiative to pull all customer service numbers from its Web site in an attempt to reduce costly inbound calls about order tracking. Instead of offering personal customer service, the retailer is forcing all of its online customers to rely on self-service tools to resolve questions and online customer service problems and denying access to phone support. |
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Wednesday, 14 November 2007 |
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You can go back home again. Many businesses are finding that homeshoring is a viable alternative to offshoring. The idea of sending U.S. jobs to India and other countries had a whole lot of people in a very big tizzy just a few years ago. Losing the jobs wasn't the only issue; it also turned out that offshore call centers had a learning curve to master. Many calls went smoothly, but others ended in miscommunication, cultural confusion and frustration, and businesses found out the hard way through low conversion rates and other customer service woes. |
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Thursday, 08 November 2007 |
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On the face of it, outsourcing makes building brands easier. One is not constrained by the facilities available in-house and can imagine brands with much greater freedom. Cost advantages can accrue because of the efficiencies involved and the brand gets to focus on what it does best — forging a deeper connection with the consumer. |
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Thursday, 08 November 2007 |
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The starting point for loyalty is satisfaction. Yet customer satisfaction in itself does not lead to a loyal relationship, and investing in improvements beyond industry benchmarks of satisfaction will not necessarily increase loyalty. The message is simple. Be careful not to over-invest in satisfaction. Once customers are satisfied, business partners need to establish shared values. |
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Wednesday, 07 November 2007 |
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The various studies J.D. Power and Associates conducts in the mortgage industry find that satisfaction is enhanced through different lender-based practices. Regardless of the process or the methods used, the highest customer satisfaction levels are still based on the skill level of the lender's staff. |
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Wednesday, 07 November 2007 |
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Have you ever noticed that Thanksgiving dinner is the ultimate in service experiences? From the strategic planning of the "operation" right down to "delivery and implementation," each step is carefully thought out with the "customers'" satisfaction as the primary goal. Here are three ways you can apply Turkey Day planning to creating the ultimate customer experience |
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Friday, 02 November 2007 |
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Differences in culture and language make managing a global contact center operation difficult. But those issues are only two of the many challenges companies face when they employ agents worldwide. Inconsistencies in the customer experience as a result of issues such as multiple training programs and contact center operations that combine outsourced, at-home, and in-house agents have led companies to reexamine how they manage a contact center organization that may span across the globe. |
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Monday, 22 October 2007 |
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In many ways, a successful business partnership is like a romantic relationship. Two people, or corporate entities, are engaging one another in what they hope to be a long-lasting and mutually satisfying endeavor. |
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Friday, 19 October 2007 |
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If I asked you if your customer is at the center of everything your business does, I suspect that just about everyone would say, "Of course." While you may not want to hear it, the truth is that virtually every company today claims to be customer-centric, but few really are. I believe this is because many marketing executives look at customer centricity as understanding and responding to the customer's needs. |
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Wednesday, 17 October 2007 |
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