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Institute associates are available to deliver in-depth leading-edge keynote presentations at conferences and company meetings on a variety of Customer Care topics.
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CUSTOMER CARE NEWS
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Charter Communications, one of the nation's largest cable television providers, is faced with competition from rivals it's never had to worry about before. With the likes of AT&T and Verizon nipping at its customer base, Charter is focusing on one major area: customer Service. It's an area where cable firms have had trouble in the past. |
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Friday, 09 November 2007 |
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Mobile CRM makes customers happier, because their provider has the right answers, and it makes providers happier because they can dramatically boost efficiency and effectiveness while capturing valuable customer information. In almost every case, there are positive, tangible ROI statistics once mobile technology is deployed in the field. |
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Friday, 09 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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"Typically, I might get a phone call from a client who identifies a concern," said Ka Architecture President James B. Heller. "They say, 'This is happening on this particular project.' There's a problem there, whatever it might be. One pitfall is to too quickly jump on that particular project manager and always side with the client. The typical comment, 'The client is always right' -- well, don't fall into that trap." |
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Thursday, 08 November 2007 |
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Mobile CRM makes customers happier, because their provider has the right answers, and it makes providers happier because they can dramatically boost efficiency and effectiveness while capturing valuable customer information. In almost every case, there are positive, tangible ROI statistics once mobile technology is deployed in the field. |
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Thursday, 08 November 2007 |
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Deep-pocketed customers are often drawn to technology-based products. "Digital photo frames, digital cameras, laptops and GPS systems are products that we expect to do well this year," said Chris Madaus, vice president of marketing for Staples Business Delivery. Home entertainment systems have been popular in the past few years. |
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Thursday, 08 November 2007 |
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Regardless of challenges that lie ahead, it appears the industry is determined to make the remote agent model work, perhaps because, when done properly, the home agent model has such limitless potential, and technological innovation has a way of overcoming obstacles. This will certainly be a model to watch in the future. |
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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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Some bosses act as though they're allergic to humor, bristling when employees joke around in the office and fretting over the line between humor and harassment. But Chris Robert, assistant professor of management at the University of Missouri-Columbia's Robert J. Trulaske Sr. College of Business, says joking around on the job can actually have a positive effect on productivity and employee retention. |
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Wednesday, 07 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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