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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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Delta is setting itself apart from competitors by resolving customer-service issues that passengers post on Twitter. Delta's Twitter account is run by customer-service employees who use the direct-message function to privately swap info and view passengers' itineraries. |
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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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AmEx and a handful of other companies say they ARE listening. They're taking call center reps off-script and off the clock, giving them scope to solve callers' concerns. The result, they say, is happier customers and, equally important to the bottom line, happier, more productive employees. |
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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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About 80% to 90% of employees should get some reward every year. "A lot of companies worry that this sounds like 'everyone is a winner' thinking," says Globoforce's Mosley. "But when you're trying to reinforce certain behaviors, you need to constantly recognize them." |
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Wednesday, 01 September 2010 |
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If employees are to perform well at work, there needs to be a certain amount of procedures in place to ensure a calm and ordered work environment. Some of the main factors that hinder employee performance include the following: |
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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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