Kindness, Customer Retention, and the Contact Center Agent

Call Center Weekly

By Sean Hawkins By definition, customer retention is the activity an organization undertakes in order to reduce customer from leaving the business relationship. Most often though, it is the contact center that interacts with those customers who wish to leave. While the functional role of retention is housed within a specific team, everyone in customer service impacts the company’s ability to preserve customers. CCW Customer Retention

10 Customer Retention Techniques Worth Your Time & Effort

aircall

Customer retention refers to how successfully a business manages to keep its paying customers. Customer retention means earning customers’ trust and repeated patronage. Why is customer retention so important? Customer retention and growth.

Four Steps to Increase Customer Retention

CSM Magazine

In these days of fierce competition, it’s crucial to do everything that you can to protect your customer base. The ability to retain customers is based on how well your internal operations run. Do you want better customer retention? Want better customer retention?

8 Reasons why customer retention is more important than acquisition

Andrew Mcfarland

(Guest post written by Mark Johnson, a marketing consultant with a degree in business and a passion for helping companies achieve their ambitions.) Guest Post Feedback Loyalty Profit Reputation Retention WOM

Are you Irrational: 7 Questions to See If You Are Irrational?

Beyond Philosophy

I love watching what people, and Customers do. Your Customers would raise their hands during this TED talk also. What baffles me, then is why some organizations choose to ignore feelings and how they affect the behavior of their Customers.

5 Facts to End the ROI Debate on Customer Experience

Beyond Philosophy

For many years, there has been a debate whether you could assign a dollar amount to determine the return on investment for any Customer Experience improvements. Customer Satisfaction results in a higher share price. Keeping Customers results in a high increase in value.

6 Steps to a Great Apology

Beyond Philosophy

You charged for the wrong plan on a Customer’s mobile bill or sent an ‘Extra Small’ instead of a Medium on the Jacket a Customer ordered online. So how do you recover from a mistake with your customers? Acknowledging your emotions is key to communicating with your customer.

Why Gut Decisions Are Sometimes Wrong

Beyond Philosophy

This fact is why dealing with Customers is so difficult. Most organizations make the mistake thinking Customers are rational beings and only make decisions logically. There is a certain romantic notion that we sometimes just know things in our gut. We equate this to wisdom or expertise.

Are You Deliberate with Your Customer Strategy or Just Taking a Chance?

Beyond Philosophy

Customer centricity requires strategy to cultivate a culture that puts the Customer at the center of everything you do. As the third in our series of nine posts looking at the different parts of the organization contributing to Customer centricity, let’s look at: Customer Strategy.

Improving CX (and Other Desired Results): The Quality Conversation Imperative

Robert Davis

In today’s world, your customer experience (or CX) matters more than ever. By Brad Baumunk , President and COO, Robert C. Davis and Associates. What differentiates you from your competition? In your contact center, the CX starts as soon as callers dial your number and get in to your system.

Optimum CX: Strike the right balance of AI and other new contact center solutions and investing in the human interaction

Robert Davis

Think about your last experience calling a customer care line. Today we read a lot about artificial intelligence (AI) and other new solutions in the contact center marketplace that providers claim will help improve the customer experience (CX). By Brad Baumunk , President and COO.

Contact center insights: Realize the value of teaching your people how to fish

Robert Davis

In our contact center consultancy, this sums up two critical components surrounding how we drive sustainable performance: skill transfer and the Socratic method. By Brad Baumunk , President and COO, Robert C. Davis and Associates.

How to Get People to Do What You Want

Beyond Philosophy

As a leader or a marketer if you want an employee or a customer to change behavior, research says the best thing to do is give them positive reinforcement when they do what you want. Your Customers have behaviors that cost your organization money.

What Does The Scottish Independence Vote Have to Do with Customer Experience?

Beyond Philosophy

Before I explain what I mean by that and how it has to do with Customer Experience, however, let me first tell you where I was born. 2] The study found price increases had twice the effect on customer switching, compared to price decreases.”. Well, there you have it!

5 Top Customer Service Articles for the Week of November 26, 2018

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. Do customers really want to take your survey? To Improve Customer Experience, Start With Morale, Not Technology, Feds Say by Tom Shoop.

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How to Make or Break Your Customer Experience

Beyond Philosophy

All the little parts along the way in your experience are what make a Customer experience Customer-Centric. Putting the Customer first in everything you do applies to every part of your organization, from the way you greet them to the way you bill them.

Contact center insights: Realize the value of teaching your people how to fish

Robert C. Davis and Associates

In our contact center consultancy, this sums up two critical components surrounding how we drive sustainable performance: skill transfer and the Socratic method. By Brad Baumunk , President and COO, Robert C. Davis and Associates.

Is ‘Being Human’ With Customers A New Concept? And, Does It Create Emotional, Experiential, Social and Financial Value?

Beyond Philosophy

More than just a buzzword, ‘being human’, especially in brand-building and leveraging customer relationships, has become a buzz-phrase or buzz-concept. To understand customers, the effective enterprise needs to think in human, emotional terms. To make the brand or company more attractive, and have more impact on customer decision-making, there must be an emphasis on creating more perceived value and more personalization. Are customer experiences ‘human’ and branded?

4 Ways to Gain Customers’ Trust in Data Security

Beyond Philosophy

In other words, Customers will share data even though they don’t believe it is protected enough to get a better value from an organization. Trust and the Customer Experience. Emotions are an important part of any customer experience. Listen to your customers and engage with them.

With customer experience design, functional is good. But don’t stop there – by Beth Richardson

ijgolding

“Focus on the whole journey, not just the transaction” In the world of Customer Experience (CX) you will hear this phrase frequently. The difference between a user story like the one above, and meeting a customer’s overall goal. Customers are human.

3 Examples of Change for the Better in Airlines

Beyond Philosophy

There have been many great stories in the past couple of months about airlines doing what was right by their Customers. We can all learn a little about Customer centricity when we look at these examples from three major carriers in the US. Southwest Attacks Its Late Problem Head-on with Its Customers. Southwest Airlines is a great Customer-centric airline with excellent employee engagement. Should 4% of Customers Dictate Strategy?

Don’t Disappoint your Customers this Holiday Season

Beyond Philosophy

How can marketers avoid creating a disappointed Customer? Reading these comments, I thought, “The Customers are feeling disappointed due to the way that their expectations have been set.”. Clearly avoiding disappointment means meeting the expectations of your Customers.

The Evolving Chief Customer Officer: Identifying Value, Authority, Scope, Responsibilities, and Strategic Direction Within the Enterprise

Beyond Philosophy

In the past decade, we’ve seen the number of companies with an individual in the role of Chief Customer Officer (CCO) – nicely defined by Wikipedia as “the executive responsible for the total relationship with an organization’s customers” – grow from under 100 to thousands today. They are; Customer Experience and Value Optimization. Customer Insight, Data and Action Generation. Customer-related decision making is now knowledge-based, replacing intuition and guesswork.

What Customer-Centric Companies Must Do To Become Customer-Obsessed

Beyond Philosophy

In building relationships with customers, and value for them, my long-time observation is that most organizations tend to progress through several stages of performance as they are becoming truly customer-centric: a) customer awareness, b) customer sensitivity, c) customer focus, and d) customer obsession. Here is the ‘executive summary’ version of some conditions of each stage, and how the movement to customer obsession takes place within the enterprise.

5 Tests to Reveal How Customer Centric Your Channel Strategy Is

Beyond Philosophy

Do you allow Customers to use whatever channel they wish to communicate with you, or do you restrict them to one or two channels? The answer to this question can show how Customer centric your company is. This post is the fifth in a series of nine posts that uses our Naïve to Natural customer-centricity assessment. Today we are looking at Channels, one of the nine parts of your current experience that contributes to Customer centricity of your organization.

Subconscious Clues That Call People to Action

Beyond Philosophy

Helping your Customers make a decision is an important element in your Customer Experience design. Zhecho Dobrev, one of our consultants published his musings on this concept. All channels for your Customers make up your Customer Experience, including websites. By paying attention to the subconscious ways you help your customers make a choice they are happy with, you create a win win for everyone involved.

What Can We Learn from Restaurants and Casinos?

Beyond Philosophy

Knowing this percentage, how can you harness the incredible power of the Customers’ subconscious mind to create a positive experience? What these industries do to create a positive experience for their diners or players show us the importance of designing a deliberate subconscious experience for your customers, whomever they might be. Restaurants are adept at getting their customers to relax and enjoy their dinners. So what does this mean to my Customer Experience?

5 Reasons Your KPIs Are Hurting Your Customer Experience

Beyond Philosophy

Being Customer-Centric requires rewarding those that contribute to Customer-Centricity. Too many organizations are still not rewarding Customer Experience improvement because they don’t measure it. Focusing on rewarding these, however, is not conducive to Customer Centricity. 5 Reasons Your Current KPIs Are Hurting Your Customer Experience. Unless the KPI philosophy has its basis in Customer Experience measures, it isn’t going to help improve the experience.

Where Is Gamification Going? Some ‘New Rules’; Or, Stated Another Way….

Beyond Philosophy

just how jaded and seeking for social interaction have customers become, in their relationships with vendors and their loyalty and engagement programs, that experiences need to always be fun and inclusive? In studies of loyalty program participation, high percentages of customers have said they would spend more with vendors that offer points for activities other than making purchases. This trend works well for building more strategic, bonded relationships with customers.

When B2B and B2C Key Performance Metrics Flatline….

Beyond Philosophy

The company needs to understand the benefits, and overall perceived value, customers seek in the entertainment experience. As basic customer experience processes were improved, the metric flatlined, offering no opportunity for further enhancement or competitive advantage. A new, more real world research protocol focusing on bonding behavior offered this company a means to understand the relationship between customer attitudes and behaviors, and business outcomes.

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Do You Know Why Your Customers Are Leaving?

Call Center Weekly

While this is certainly true, business concepts can be simplified to two main objectives, Customer Acquisition and Retention. Acquiring customers isn't easy and can often be a costly endeavor. Act on Customer Feedback An important component of forward thinking is strategy.

Five Proven Ways to Increase Your ROI, By the #1 Attraction on Trip Advisor

Beyond Philosophy

Downie would tell you that it wasn’t his goal to be #1 on Trip Advisor, but instead to be the best experience for their Customers that they could. At the time they began their Customer Experience improvement process, the concept was relatively new and largely untested.

McKinsey Thinks Bland, Generic Loyalty Programs Are Killing Business – And They May Be Right!

Beyond Philosophy

A recent Forbes article by McKinsey (“Making Loyalty Pay: Six Lessons From The Innovators”), showed that, based on the consulting organization’s recent study, loyalty program participation has steadily increased over the past five years (a 10% annual rate of growth), with the average household now having almost 25 memberships ( [link] ) For all of that growing popularity, there are huge questions for marketers: Are the programs contributing to increased sales? Michael Lowenstein, Ph.D.,

The key to an effective marketing spend is alignment with the contact center, and the proper focus on the floor: The Quality Conversation

Robert Davis

We recently worked with a company that increased the monthly spend to drive potential customers to the contact center from $100K to $400K per month. This led to longer calls and a poor customer experience. By Brad Baumunk , President and COO.

The key to an effective marketing spend is alignment with the contact center, and the proper focus on the floor: The Quality Conversation

Robert C. Davis and Associates

We recently worked with a company that increased the monthly spend to drive potential customers to the contact center from $100K to $400K per month. This led to longer calls and a poor customer experience. By Brad Baumunk , President and COO.

Why Most Customer Experience Programs Fail

Beyond Philosophy

We work with Customer Experience (CX) professionals around the world and train them on how to go about implementing CX programs. The main reason that an organization fails to improve their CX is because of their lack of Customer Centricity.

Big Data’s Big Problem

Beyond Philosophy

Frost and Sullivan, the growth consulting firm, predicted that by the year 2025, global traffic would be measured in 100 Zettabytes. And they also believe it will revolutionize their operations (85% said), and the biggest way it would revolutionize them (37% said) is in Customer Relationships. Don’t get me wrong; I think big data is helpful to Customer Relationships. Big data will tell you that at some point, your Customer visited your website and then left x.x

Losing Customers Trust is the Worst Penalty VW Will Face

Beyond Philosophy

I find it beyond belief how large organizations can cheat and lie to their Customers. Because they lied to their Customers. VW is a HUGE brand, and they have just lied to customers. It is essential to building Customer loyalty. When will companies learn to stop lying to their Customers? So sure, VW might lose their stock value, and be fined billions of dollars, but I think their real loss is the trust of their Customers.

You don’t have to do it alone (the value of asking for the right help)

Robert Davis

By Lisa Pustelak , RCDA Senior Consultant. Lastly, seek help from a coach or consultant in your field. It’s the last day of the month, and as a bonus, it’s also the end of the quarter.

3 Things Great Companies Do for Customers

Beyond Philosophy

According to trendwatching.com, the feelings a Customer has when they are getting excellent Customer service are the same as the feelings they have when they feel love. Most excellent Customer Experiences leave Customers feeling valued and important, or, in other words, feeling the love. There are three things that great companies that have excellent Customer Experiences do in common to make Customers feel the love.