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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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For those of us who work in the field, the term "CRM" usually refers to the software and systems that our businesses use for customer relationship management. While the software and systems are critical indeed, it is just as important to keep your team focused on customer satisfaction. Here are six golden rules to share with your sales and service teams. |
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Thursday, 13 March 2008 |
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Third-party remote call monitoring is essential for training and coaching within the call center. Agents can gain significant advantage from being able to listen to their own calls. It not only provides them with the ability to identify their own strengths and weaknesses, it also enables them to more closely listen to the customer and how she or he reacted to words, inflection, etc. |
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Thursday, 13 March 2008 |
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Customer experience isn’t just about giving customers a good time. It’s about understanding just how good a time (or not) you are giving – and making adjustments. Customer experience is a leading KPI for the customer-centered organization, and if it is to have its rightful place in your company it must precede and even supersede operational command and control metrics. But whilst many organizations have a strong desire to improve their customers’ experience, they are hampered by barriers to effective measurement – their feedback loop is blocked. |
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Monday, 10 March 2008 |
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When it comes to web recourses, consumer-centric companies are still failing to meet expectations, according to a new study of nearly 1,000 such companies and online shoppers. Just 44% of consumers believe the information available on most company's Web sites meets their needs, found the study |
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Monday, 10 March 2008 |
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The combination of declining customer satisfaction levels and current economic concerns has created a fiercely competitive environment for multichannel retailers. As a result, many retailers are looking to their online channels, not only for growth, but also as a way to improve the customer experience. |
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Friday, 07 March 2008 |
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Implementing an effective customer care program is vital to the well being of your business. Not only does it create satisfied customers, but it affects your bottom line in more ways than you might think. As the "Income Multiplier" effect shows, the potential for lost income grows with each person with whom your customer shares a bad experience. |
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Thursday, 06 March 2008 |
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Quality customer service starts in the executive suite. Everything begins at the top and permeates down. Performance failures and pissed off customers result when leaders do not ensure department metrics, processes, and behaviors align with expectations. Customer service suffers when employees are not treated as adults and not valued. |
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Thursday, 06 March 2008 |
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Although working from home has been expanding steadily, some chinks are appearing in the trend. A few big promoters of home-based and mobile-office work arrangements, including AT&T, Intel, Hewlett-Packard and parts of the federal government, have called some home-based workers back to the office, causing some to quit |
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Thursday, 06 March 2008 |
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How do you make your employee reward program succeed? New research says it comes down to simple implementation, and nothing more. A recent study finds that successful companies on the list haven't stumbled on a "silver bullet" for making employee reward programs work more effectively. |
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Tuesday, 04 March 2008 |
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Consumers love to buy local. You can't walk into a supermarket or restaurant without seeing homemade goods, ecologically friendly items, and locally farmed food on the menu or shelves. It's not just good for the regional economy and environment; locally produced products offer customers a way to relate to what they buy in ways they can't with branded, imported products. Customers can drive out to the farm and walk through the fields, or chat with the vintner while at a tasting. |
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Tuesday, 04 March 2008 |
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