January 19th, 2010
In many companies contact center employees are very often its customer’s primary touch point, and thus the most important vehicle in serving the customers. Read the rest of this entry »
Tags: Act, Business Strategies, Contact Center, Customer Advocates, Customer Base, Exact Moment, Experiences, Goals, Loyalty, Poor Customer Service, Prerequisites, Relationship, Satisfaction, Self Service, Surveys
Posted in Edition 19 | No Comments »
September 27th, 2009
If customer experience is a viable differentiation strategy in good times, it is doubly so today. Read the rest of this entry »
Tags: 4p, Conceptualization, Contact Center, Customer Experience, Customer Relationships, Customer Strategy, Differentiation Strategy, Experiences, Fundamental Level, Good Times, Passion, Perspective, Point Of Sale, Quality Service, Tough Times, Value Quality, Wonderful Time
Posted in Edition 16 | No Comments »
September 27th, 2009
If customer experience is a viable differentiation strategy in good times, it is doubly so today. At a time when most firms will naturally gravitate toward a strategy of cutting back, hunkering down and laying off—because that’s what one is expected to do in hard times. Read the rest of this entry »
Tags: 4p, Conceptualization, Contact Center, Customer Experience, Customer Relationships, Customer Strategy, Differentiation Strategy, Experiences, Fundamental Level, Good Times, Passion, Perspective, Point Of Sale, Quality Service, Tough Times, Value Quality, Wonderful Time
Posted in Edition 15 | No Comments »
September 26th, 2009
In many companies contact center employees are very often its customer’s primary touch point, and thus the most important vehicle in serving the customers. Read the rest of this entry »
Tags: Act, Business Strategies, Contact Center, Cross Selling, Customer Advocates, Customer Base, Exact Moment, Experiences, Goals, Loyalty, Poor Customer Service, Prerequisites, Relationship, Satisfaction, Self Service, Surveys
Posted in Edition 06 | No Comments »
September 26th, 2009
These 23 facts that are probably the most important things to know about customer loyalty and customer satisfaction! Read the rest of this entry »
Tags: Adele, American Banks, Contact Center, Customer Defection, Customer Experience, Customer Experiences, Customer Loyalty, Customer Retention, Customer Satisfaction, Customer Service Strategy, Defection Rate, Dissatisfied Customers, Existing Customers, Good Customer Service, Inbound Service, Mckinsey, Retail Bank, S Sales, Six Times, Typical Company, Unhappy Customers
Posted in Edition 05 | No Comments »
September 26th, 2009
Do you fully recognize the critical role that the contact center has within your organization?
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Tags: American Consumers, Cash Register, Computing Technology, Contact Center, Critical Role, Customer Experience, Differentiator, Fortune 500, Impediment, Initial Survey, Management Team, Measurement, Outsource Vendor, Representative Number, Service Tool, Survey Program, Surveys, Technology Company, Technology Products, Three Elements, Ultimate Service
Posted in Edition 05 | No Comments »
September 26th, 2009
In many companies contact center employees are very often its customer’s primary touch point, and thus the most important vehicle in serving the customers. But unfortunately most of the time these important employees have become controlled by handling and hold times, rather than building the important relationship between customer and company. Read the rest of this entry »
Tags: Act, Business Strategies, Contact Center, Cross Selling, Customer Advocates, Customer Base, Exact Moment, Experiences, Goals, Loyalty, Poor Customer Service, Prerequisites, Relationship, Satisfaction, Self Service, Surveys
Posted in Edition 05 | No Comments »
September 25th, 2009
This article provides you with hardcore facts, that any contact center manager, marketing manager, call center manager and CEO cannot ignore.
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Tags: American Banks, Competitive Advantage, Contact Center, Customer Defection, Customer Experience, Customer Experiences, Customer Projects, Customer Retention, Customer Service Conferences, Customer Service Strategy, Defection Rate, Good Customer Service, Inbound Service, Management Consultants, Manager Marketing, Marketing Management, Marketing Manager, Mckinsey, Retail Bank, S Sales
Posted in Edition 01 | No Comments »
