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To become customer-centric, you need to raise your eyes from the keyboard and look at the customer. You need to learn what the service you provide actually does for him. Every employee and executive must, on a personal level, be able to answer the following: |
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Tuesday, 23 February 2010 |
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People and Process are the key drivers of customer perception and experience and ultimately contribute significantly to increased customer loyalty. |
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Tuesday, 23 February 2010 |
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The data paints a detailed picture of the category drivers that engage customers, engender loyalty and drive real profits. |
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Tuesday, 23 February 2010 |
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"We have a singular focus today - taking care of the customers on an individual basis. That's everything that we are doing. Quite frankly, nothing else is important." |
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Tuesday, 23 February 2010 |
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More than half of everyone who shops online uses Facebook, and of those online shoppers who engage in social media, more than 80% use Facebook. However, an unofficial look at the Facebook pages of the Top 100 online retailers reveals that one-quarter do not have any formal Facebook presence. |
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Tuesday, 23 February 2010 |
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What's really changed the whole concept of outbound service as compared to say 20 years ago is that a company's customers can now find each other and talk. There are several things you absolutely have to do to make sure that you have the greatest opportunity to control this environment rather than have the environment drive you. |
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Tuesday, 23 February 2010 |
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Those that deliver superior service when, where, and how customers like it can reap the rewards of the $1 trillion market of 80 million Millennials, who have surpassed each of the Baby Boomer and Gen X cohorts in size and buying power. |
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Tuesday, 23 February 2010 |
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More and more businesses are transferring their customer service departments online. |
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Tuesday, 23 February 2010 |
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Survey results also revealed consumers expect excellent service in return for brand loyalty, finding that 87% of people felt they had a right to a better contact center experience if they regularly spend money with a company or stay loyal to a brand. |
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Wednesday, 10 February 2010 |
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As many as 69% of all consumers in 2009 switched providers at least once in the preceding year due to poor customer service, with the highest level of defectors switching brands in the retail (31%) and banking (27%) sectors. |
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Wednesday, 10 February 2010 |
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