Connecting the Dots
JULY 27, 2020
A little more than forty years ago, the marketplace was very different from todays, with little to no attention paid to customer care and complaint resolution. Given my background, I became fascinated with figuring a way to quantify the loss to companies by failing to capture complaints and satisfy their customers.
ClearAction
DECEMBER 14, 2017
Customer Care … CRM … Customer Experience — What’s the Difference? Customer Care … Customer Relationship Management … Customer Experience — what’s the difference? Internal customer satisfaction — attention to quality and timeliness of handoffs between internal departments. Lynn Hunsaker.
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Connecting the Dots
APRIL 16, 2021
While Quality used to focus solely on product quality, it now focuses on processes related to customer satisfaction, such as the setting of customer expectations and onboarding customers. Starting as complaint resolution, customer service has evolved into customer experience, which now focuses on the end-to-end customer journey.
HGS
MAY 27, 2015
Outsourcers equipped to support such customized and premium services will stand to benefit from this. Transactional to Consultative. Complex services are characterized by consultative, advice-based support provided by highly qualified agents with deep domain knowledge. Here are a few of the underlying trends that we are seeing.
Return Customer
AUGUST 15, 2018
A customer is more likely to agree to wait an additional day for resolution than dealing with false promises. Always Keep the Customer in the Loop. A customer would prefer to know their stage of complaint resolution than wait for the final resolution to magically show up. Twitter: [link].
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