Retently

OCTOBER 19, 2018

How do you approach customer happiness in your company? But taking customer satisfaction lightly can be dangerous too. Some studies from 2016 suggest that poor customer service costs businesses up to $62 million per year. Others are less “optimistic,” saying that companies stand to lose up to $1.6

Chief Customer Officer 90

Chief Customer Officer Customer Centricity Call Center Metrics 90

Magellan Solutions

JUNE 15, 2021

In searching for outsource customer service solutions , you must consider how long an agent stays in the company. Outsource customer service solutions offer a wide range of benefits to any SMEs. While pricing and services are important factors, you should also consider the attrition or turnover rate of the BPO company.

Customer Service 52

Customer Service Call Center First Call Resolution Customer Retention 52

Service Untitled

MARCH 15, 2010

Home About Service Untitled Subscribe for Free Consulting Contact Archives Jet Blue flies high with customer service perks Cheryl March 15, 2010 Customer Service , Proactive , Service Untitled , Specific Companies No Comments Just check Terminal 5 at New York JFK airport for the state-of-the-art facility geared for efficiency and customer comfort.

Airlines 41

Airlines Travel Customer Satisfaction Transportation 41

Service Untitled

OCTOBER 25, 2010

It helped companies maintain and improve customer relationships and hone in on the most successful and promising target audiences. No longer do customers just call and speak to customer service representatives; customers speak to each other, comment on articles, research common opinions, and blog.

CRM 44

CRM Social Media Customer Relationship Management Customer relationships 44

Service Untitled

MARCH 4, 2009

Service Untitled The blog about customer service and the customer service experience. What interested me was how the importance of customer service varied in different industries. Possibly Related Posts: The cost of poor customer service Genesys Lab in conjunction with Datamonitor/Ovum calculated a 338.5

Customer Service 52

Customer Service Poor Customer Service Culture Survey 52

Service Untitled

MAY 21, 2012

.” Let’s visit with Zappos.com for a moment and discover how their customer service recipe extends far beyond what most other establishments offer. So what makes Zappos.com a leader in customer service? Personnel at Zappos.com react to people by understanding what customers want and need without having to ask.

Customer Service 80

Customer Service Entertainment Comparison Social Media 80

Service Untitled

FEBRUARY 17, 2009

Douglas February 18, 2009 Behind the Scenes , Customer Service Experience 1 Comment I am a big advocate of making things simple and I’m a strong believer in the idea that simplicity leads to consistency. Consider a customer satisfaction survey as an example. How can you make them easier for people to do?

Customer Satisfaction 40

Customer Satisfaction Exercises Software Survey 40

Service Untitled

OCTOBER 22, 2010

Home About Service Untitled Subscribe for Free Consulting Contact Archives How to overcome negative brand perception Cheryl October 22, 2010 Customer Satisfaction , Customer Service Experience , Specific Companies 1 Comment It’s the elephant in the room when consumers become disenchanted with a company’s brand.

Brands 43

Brands How To CRM Loyalty 43

Service Untitled

APRIL 2, 2009

Home About Service Untitled Subscribe for Free Consulting Contact Archives Track Contact Volume Douglas April 02, 2009 Behind the Scenes , Customer Service No Comments How carefully do you track contact volume? A lot of companies don’t really track contact volume objectively. What contact volume metrics do you track?

Metrics 40

Metrics Exercises CRM Resources 40

Service Untitled

MAY 15, 2009

Service Untitled The blog about customer service and the customer service experience. Even though something like this seems out of place on a blog about customer service, a physically inviting workplace leads to employees feeling more comfortable and relaxed.

Exercises 40

Exercises Culture CRM Customer Service 40

Service Untitled

APRIL 30, 2009

Service Untitled The blog about customer service and the customer service experience. Odland said that if everyone at Office Depot knew as much as he did (in terms of cause and effects, how actions fit in with the rest of the company, etc.), the company would be much more cohesive and efficient.

Exercises 40

Exercises Customer Service Representative Culture CRM 40

Service Untitled

MARCH 31, 2010

They need to be hired because they can not only do the job, but be able to deal with the customers – just like any other consumer oriented position. What would be the results if a company used representatives who insulted, assaulted or told customers to “die&# on the road?

Transportation 41

Transportation Travel Customer Service Training Exercises 41

Service Untitled

MARCH 16, 2009

Service Untitled The blog about customer service and the customer service experience. Customer service statisticians have found that solving an issue during the first contact (as opposed to over the course of two, three, or more contacts) saves time, money, and increases customer satisfaction in the long run.

First Call Resolution 42

First Call Resolution Customer Satisfaction Course Exercises 42

Service Untitled

JUNE 4, 2009

Home About Service Untitled Subscribe for Free Consulting Contact Archives Call Your Competitors Douglas June 04, 2009 Behind the Scenes , Customer Service , Exercises/Resources 1 Comment Here is something you can do to make your company more competitive in about 10 minutes. Call your competitors and test their service.

Exercises 40

Exercises Resources Call Center CRM 40

Service Untitled

AUGUST 31, 2009

Service Untitled The blog about customer service and the customer service experience. One thing I noticed after I ordered something I didn’t actually need was that Amazon has what is probably the simplest return process I’ve ever seen from any online company. It’s all very automated and very simple.

Exercises 40

Exercises CRM Consulting Customer Satisfaction 40

Service Untitled

SEPTEMBER 15, 2009

Service Untitled The blog about customer service and the customer service experience. What’s sad is that the issues above are relatively easy to avoid or to fix, but they’re incredibly common in the customer service field. If your company is doing any of these things, think of ways to change that.

Customer Service 41

Customer Service Call Center Airlines Exercises 41

Service Untitled

AUGUST 6, 2009

Service Untitled The blog about customer service and the customer service experience. As someone who typically focuses on helping companies go from 8’s to 10’s, the experience was somewhat shocking. photo credit: Robert Couse-Baker No related posts to display. You can follow any responses to this entry through the RSS 2.0

Exercises 40

Exercises CRM Customer Service Consulting 40

Service Untitled

JUNE 22, 2009

Douglas June 22, 2009 Customer Service , Little Things, Big Differences 1 Comment In light of my recent post about my interesting experience at Blockbuster , I started thinking about situations in which employees of various companies might have an opportunity to either up or downsell you based on their own opinions and tastes.

Exercises 40

Exercises CRM Consulting Feedback 40

Service Untitled

MARCH 20, 2009

Disney is a very interesting company that written about before and I’m hoping to come back from my short trip with some great post ideas.

Guest Experience 40

Guest Experience Exercises CRM Consulting 40

Service Untitled

SEPTEMBER 25, 2009

Service Untitled The blog about customer service and the customer service experience. If employees are walking around screaming or cursing, that’s obviously going to distract customers and lead them to form negative impressions of your company. Employees speak properly.

Hotels 41

Hotels Exercises Policies CRM 41

Service Untitled

APRIL 28, 2009

Home About Service Untitled Subscribe for Free Consulting Contact Archives Rewarding Volunteers Douglas April 28, 2009 Customer Service , Little Things, Big Differences No Comments More and more companies are encouraging conversations in company forums, on blogs, through Twitter, and on similar sites. Offer tours.

Hotels 40

Hotels Exercises CRM Company 40

Service Untitled

OCTOBER 21, 2009

Home About Service Untitled Subscribe for Free Consulting Contact Archives Call Abandonment Basics Douglas October 21, 2009 Behind the Scenes , Customer Service Experience 4 Comments Phone systems (also called IVRs or PBXes) usually measure something referred to as a call abandonment rate. email, web, etc.).

Abandon Rate 40

Abandon Rate Self Service e-support System 40

Service Untitled

NOVEMBER 6, 2009

Service Untitled The blog about customer service and the customer service experience. Where exactly escalations originate from depends a lot on the particular company and how its customer service organization is setup. This is a valid point as well. Focusing on strategy. What do you think is the right balance?

Policies 40

Policies Exercises Travel Customer Service 40

Service Untitled

MARCH 24, 2009

Home About Service Untitled Subscribe for Free Consulting Contact Archives The Disney Experience Douglas March 24, 2009 Customer Service , Little Things, Big Differences , Specific Companies 1 Comment Last week I blogged about how I would be going to Disney for a day. Companies should never underestimate the power of simplicity.

Exercises 40

Exercises Travel CRM Customer Service 40

Service Untitled

JULY 15, 2009

Home About Service Untitled Subscribe for Free Consulting Contact Archives Improving a Department in 4 Steps Douglas July 15, 2009 Customer Service , Exercises/Resources 2 Comments Over the last week or so, I have been working with a company on improving the service experience within a small department of theirs.

Exercises 45

Exercises e-support Consulting Meeting 45

Service Untitled

SEPTEMBER 10, 2009

Home About Service Untitled Subscribe for Free Consulting Contact Archives Gratitude – A True Measure of Your Service Warmth Chip and John September 10, 2009 Customer Service Experience , Etiquette , Little Things, Big Differences , Specific Companies No Comments “Thank you” are the two most important words in the English language.

Measurement 41

Measurement Fashion Exercises Consulting 41

Service Untitled

DECEMBER 27, 2010

Paul Stockford, president of Saddletree Research, an organization that gauges industry change trends, notes that the changes of customer experience management will continue an upward movement in social channels. There is also a powerful link with companies and customers who actually listen to the suggestions and feedback of consumers.

Social Media 42

Social Media Trends Customer Experience Contact Center 42

Service Untitled

FEBRUARY 26, 2009

Service Untitled The blog about customer service and the customer service experience. Home About Service Untitled Subscribe for Free Consulting Contact Archives The Angriest Customers Douglas February 27, 2009 Angry Customers , Etiquette 4 Comments Working with angry customers is a part of customer service that can’t be avoided.

Exercises 41

Exercises Tips Customers Customer Service 41

Service Untitled

APRIL 16, 2009

Home About Service Untitled Subscribe for Free Consulting Contact Archives Minimum Service Charges Douglas April 16, 2009 Customer Satisfaction 6 Comments I was going to hire a company today to do something fairly simple that would have cost about $45 (that was the advertised price). minimum service charge.

Advertising 40

Advertising Policies Case Study Company 40

SurveySensum

JULY 14, 2020

She is an internationally recognized Customer Experience Thought Leader, Coach, Keynote Speaker, and Author of ‘Customer Understanding: Three Ways to Put the “Customer” in Customer Experience’ (and at the Heart of Your Business). LinkedIn : [link]. Website : [link]. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Daniel Group

SEPTEMBER 13, 2019

From time to time, even the best companies fail to deliver a great customer experience. Negative customer experiences can lead to attrition and lost revenue in the short term, as well as longer lasting reputation impacts from negative word-of-mouth. It’s a win-win for both company and customer. Best Practices.

Customer Experience 83

Customer Experience Customer Satisfaction Customer relationships Exercises 83

BirdEye

OCTOBER 6, 2023

A company’s reputation is shaped by public opinion. Customers, partners, investors, and the public shape how they feel about a company and its services. You’ll earn a bad reputation if you alienate your customers with poor communication. Even small mistakes can damage brand perceptions. Nike sales fell.

Strategy 58

Strategy Social Media Airlines Software 58

Think Customers

FEBRUARY 24, 2020

When Facebook founder and CEO Mark Zuckerberg revealed his company’s internal motto was to “move fast and break things” back in 2009, it perfectly encapsulated the nature of disruptive companies. Disrupting an industry meant figuring out how to get a product or service to customers faster and more cheaply than competitors.

Insurance 52

Insurance Policies Customer Satisfaction Government 52

CX Workout - Ideas Blog

DECEMBER 22, 2020

Academic research has shown that evoking gratitude across customers or buyers leads to valuable behavioral outcomes such as positive word of mouth or recommendation (Soscia, 2007) and increased purchase intentions (Palmatier et al., to understand each customer’s state-of-mind in real-time. Eggert et al., For More Information.

NPS 52

NPS Financial Survey Effort Score 52

West Monroe

NOVEMBER 29, 2021

American workers’ rates of daily stress, worry, sadness, and anger have been trending upward since 2009, according to Gallup. In our survey on mental health fielded in October 2021, 94% of business leaders agreed: Employee mental health impacts a company’s overall business results, either positively or negatively.

Net Promoter Score 52

Net Promoter Score Healthcare First Call Resolution Survey 52

TechSee

DECEMBER 5, 2017

This customer-centric focus has resulted in 72% of businesses reporting that their top priority is improving the customer experience, according to Forrester. To accomplish this goal, companies must determine the most efficient, yet affordable, way to give their customer care processes a boost. . 1. Casengo.

Contact Center 116

Contact Center Customer Satisfaction Technology Self Service 116