Institute associates are available to deliver in-depth leading-edge keynote presentations at conferences and company meetings on a variety of Customer Care topics.
Companies that develop highly tuned disciplines and processes for quickly identifying customer issues and opportunities can limit defections and increase customer loyalty and value.
Stopping recognition programs can lead to a reduction in performance and productivity. If you're planning to cut your employee recognition practices and rewards programs -- then you may as well just liquidate because without a motivated workforce you will soon be out of business. Here's why.
New research warns companies to invest in Customer Service – or else. A major issue Petouhoff finds with many companies is that the c-level executives do not realize just how important customer service is to the bottom line. In the report, she lists four ways in which service affects organizations' revenue.
Loyal customers provide sales and income at marginal marketing and retention costs, and at a fraction of the expenses entailed in acquiring new buyers.
Self-service has become a part of our everyday lives, from the airport to the gas station; it affects how we research and purchase products, and even how we share information online. So, why has self-service adoption leveled off?
What can you do to make your business recession proof? Well we all know the customer needs to be happy to keep coming back. Not too complicated - but is this notion fully inculcated in your culture and do your employees understand how important it is to establish your customers' trust to keep them coming back?
Shedding fear makes it more likely for businesses to stay alive in tough times, and prepares organizations to rebound more quickly when the market turns around.
Seventy-two percent said they are more likely to shop with a retailer that gives consumers the flexibility to interact easily via online, mobile and kiosk self-service channels versus a retailer that does not.
