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
Often, employees only focus on making a sale, thereby forgetting to ask the question why the customer buys the product.
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Tags: Ambassadors, Automation, Business Customer, Business Customer Service, Customer Loyalty, Customer Servic, Customer Status, Experiences, Finance Sector, Global Economy, Good Experience, Industry Markets, Insurance, Loyal Customers, Mecca, Optimization Specialists, Paradigm, Rapid Decrease, Service Customer, Specific Products, Telco Industry, Vital Aspect
Posted in Edition 15 | 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 27th, 2009
Ironically, the cost of keeping a client is less costly than trying to find a new one…
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Tags: Bottom Line, Client Acquisition, Difficult Times, Dollar Purchase, Dollar Sales, Experiences, Family And Friends, Family Friends, Friends And Neighbors, Gasoline, Ironically, Loyalty, Negative Interaction, Paced World, Profitability, Real Estate, Remote Control, S Market, S Sales, Telecommunications, Television Production
Posted in Edition 14 | No Comments »
September 27th, 2009
Often, employees only focus on making a sale, thereby forgetting to ask the question why the customer buys the product.
Read the rest of this entry »
Tags: Ambassadors, Automation, Business Customer, Business Customer Service, Customer Loyalty, Customer Service, Customer Status, Experiences, Finance Sector, Global Economy, Good Experience, Industry Markets, Insurance, Loyal Customers, Mecca, Optimization Specialists, Paradigm, Rapid Decrease, Service Customer, Specific Products, Telco Industry, Vital Aspect
Posted in Edition 14 | No Comments »
September 26th, 2009
If there is one thing that businesses still have to master, it is the art of customer satisfaction.
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Tags: Bad Customer Service, Customer Satisfaction, Customer Service Departments, Customer Service Training, Difficult Customers, Experiences, Frustration, Frustrations, Predicament, Raving Fans, Truth, Vent, War Of Words
Posted in Edition 09 | 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
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 »
