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Every company is in the service industry, right? Expert pointers for how to best perform for your best accounts. |
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Monday, 20 September 2010 |
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According to survey results, American consumers between the age 45 and 54 are most dissatisfied with customer service today, yet those 55 - 64 had the largest percentage increase in dissatisfaction between quarters. |
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Monday, 20 September 2010 |
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Although customers always want to receive the best possible customer service, they tend to want their experience to be a transparent one. That is, they don’t want to see the inner workings of your business, and they are not interested in the process – they just want a great outcome. |
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Monday, 20 September 2010 |
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The real problem may be that companies have a roving eye: they’re always more interested in the customers they don’t have. So they pour money into sales and marketing to lure new customers while giving their existing ones short shrift, in an effort to minimize costs and maximize revenue. |
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Monday, 20 September 2010 |
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Many companies focus on customer satisfaction, but the reality is that satisfied customers will still leave if they get a better deal from a competitor. Keeping customers for life is more about building loyalty in the customer beyond customer satisfaction. |
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Monday, 20 September 2010 |
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Loyalty and commitment are where we begin to see stronger correlation with such monetizing behaviors and key metrics as narrowed consideration set, usage frequency, and share of wallet. Recommendation is also an important measure. |
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Monday, 20 September 2010 |
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The customer always takes priority, not you the owner. It is the customers' needs and not your own that should be at the top of the list. Remember the old saying: "The customer is always right." Bear this in mind at all times. |
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Monday, 20 September 2010 |
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The rulebook should not become an excuse for poor customer service or an obstacle to great service. Almost everyone has at some point experienced a situation where a customer service representative has blamed the rules for their inability to help. |
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Wednesday, 01 September 2010 |
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The study found that contact center satisfaction is only 58 out of 100 when the call is handled by an offshore agent, compared to 79 for U.S.-based agents. To put a score of 58 in perspective, satisfaction with the IRS is about the same, with a score of 55. |
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Wednesday, 01 September 2010 |
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In today’s competitive environment, call center managers are under more pressure than ever to reduce costs while improving efficiency levels and overall customer satisfaction. And it’s no surprise that exceptional customer service support leads to an increase in customer satisfaction. |
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Wednesday, 01 September 2010 |
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