Exemplary Customer Service: It’s All About the Journey

“The purpose of a business is to create and keep a customer” – Peter Drucker

Sometimes, it seems that companies focus exclusively on the first half of this equation. Sales to new customers are exciting, and resources are appropriately targeted to land new customers. Look at the continual offers coming from TV service and internet providers.

But the second half is just as critical.  In fact, for organic growth, it’s even more so.  In The Economics of E-Loyalty, Bain & Company reports that a 5% improvement in customer loyalty leads to a growth in profitability of 25-90%.

Clearly, customer loyalty is critical, and […]

Use Customer Voice to Pull Your Company Out of an Innovation Rut

How do you drive innovation within your organization? Do you think outside of the box to think outside of the box?

When you’re designing or redesigning your customer experience, it’s critical to listen to – and […]

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Intraday Automation Making Life Easier in the Contact Center

As contact center environments have become more complex, strategic business leaders are looking for innovative ways to spend less and make customers happier.

A recent study by Aberdeen Group shows intraday automation might be the magic […]

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All Work, No Play Means a Disengaged Contact Center

We all want to create the best customer experience. Unfortunately, sometimes in our zeal to drive success we end up taking the fun out our centers. We become the “happiness vampires,” sucking all of the […]

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Digital Customer Service: Opportunity to Connect with Customer

As technology keeps advancing, the gap between in-person customer service and the online customer experience is closing. While there is still no substitute for the personal experience that comes from dealing with another human being, […]

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Manual Contact Center Productivity Tools Aren’t Fit for the Modern Era

Here’s the story: A health insurance company came up with an innovation for their health savings accounts, allowing account holders to select among three pricing plans. This would allow their customers to select the plan […]

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The Contact Center Costs You Can Control vs. the KPIs that Control You

Metrics play an important role in every contact center. But when it comes to profitability, what are executives most concerned about on a daily basis?

When we talk about “profitability” in the contact center, the first […]

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Mark Your Spot: Does Customer Experience Benchmarking Tell Us the Right Things?

I recently came across the following Chinese parable, and as I often do, wondered how this story might apply to customer experience metrics and management initiatives. The parable, titled “Mark the Boat for a Dropped Sword,” […]

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Are You Selling Your Customer Service Team?

Global studies tell us that 78% of customers have not made an intended purchase due to a bad customer service experience. Other surveys say we have a 60-70% probability of selling to an existing customer […]

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