Institute associates are available to deliver in-depth leading-edge keynote presentations at conferences and company meetings on a variety of Customer Care topics.
Several trends have converged recently to create this so-called dawn in mobile customer support innovation. First, smartphones have become ubiquitous, and more consumers want to use their device for customer service.
The reality of customer service in this market depends on how you are looking at it. Every customer comes with a dossier of customer experiences or, better stated, a customer experience heritage.
Pride leads to good customer service, good customer services leads to happy customers, happy customers leads to more business. This is the chain, it never breaks and it will always be true.
Most business leaders know the value of customer input and feedback. But if some recent developments are any indication, the right way to get that customer insight is less well understood and practiced.
Without this focus or realization, customer service reps that are being judged by the latest fad in “happy metrics” are put in a no-win situation every day.
Finding techniques that help you disarm unhappy customers and win them to your site is the key to providing great customer service – even when you really want to kick nasty customers to the curb.
It is five times easier to keep a customer we have than to get a new one – so taking customer satisfaction and retention seriously should be serious business.
