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

How to Calculate Customer Retention Rate

Customers That Stick

customer-loyaltyWe've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us.

The Secret to Customer Retention

CX Journey

Want to know the secret to customer retention? Probably not so different from what keeps your customers coming back, too. I don''t think I''m going out on a limb here to say: "Customer retention is paramount to acquisition!" focusing on customer retention.

5 Tips for Improving Customer Retention


Emotions play a significant role in customer experience, as many statistics clearly show. According to research by the Peppers & Rogers Group, 60% of customers stop engaging with a company when salespeople treat them indifferently, while 70% of customers leave a brand due to poor service. While retention involves rectifying negative customer experiences, it’s equally important to keep customers happy in a proactive manner.

3 Ways to Boost Your Customer Retention Rate With Service

Win the Customer

Gartner research shows that by 2018, 70 percent of business-to-business ecommerce sites will offer customers personalized features, and sites effectively using personalization will outsell competitors by 30 percent. Improve Your Customer Experience. Track Customer Satisfaction.

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.

Customer V Owner – Who wins? You decide! (in other words, is the customer always right?!)


I must confirm that the focus of my blog is not switching from Customer Experience to travel! Firstly, the customer gave the restaurant a rating of three – higher than I would have expected in relation to the content of the review. The post Customer V Owner – Who wins?

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Inside View: DAT Solutions

Contact Center Pipeline

In the B2B world, where businesses tend to compete on price, DAT Solutions stands out as a shining example of a service-oriented company that prides itself on delivering value to customers. Customers for Life” has been a core value at DAT more than 20 years.

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"Follow the Leader", Featuring Mike Aoki

Call Center Weekly

What do you think is overlooked by contact center leadership, that hinders their customer retention efforts? Customer retention is a relationship rather than an event! Too much emphasis is placed on "saving" customers. Make your customers feel valued.

Amazing Business Radio: Joey Coleman


Stop Losing Customers, Start Creating Loyalty. Shep Hyken sits down with Joey Coleman to discuss how to “Never Lose a Customer,” which happens to be the title of his amazing book. Joey Coleman’s eight phases of the customer journey: 1. What is customer retention strategies?

Deep CX Thoughts Episode Five: The Customer Loyalty Process [Video]

The Center for Client Retention

This week, we are sharing a #DeepCXThought about the importance in each step of an interaction to building longstanding customer loyalty. #CX CX #CustServ.

The Customer Experience Million Dollar Question: Will my customer come back?


Ultimately, for any organisation aspiring to deliver a pleasurable experience, the acid test is whether or not the customer does indeed choose to come back. Quite simply, the longer an organisation can keep hold of a customer, the more likely it is to make more money.

5 Top Customer Service Articles For the Week of October 3, 2016


Each week I read a number of customer service articles from various online resources. Customer Service Week: Appreciating Clients and Employees Gives You an Edge by Sandra Idossou. My Comment: This week is International Customer Service Week.

Customer Effort: How to Make Things Difficult for Customers, by Premier Inn


This is the not the first article I have written about the subject of Customer Effort. On that occasion, Vauxhall provided the case study to bring Customer Experience ‘theory’ to life. It must be the customer’s fault.

RCDA drives KPI achievement through call flow enhancement and agent and leadership development

Robert Davis

RCDA’s focus is client-dependent and ranges from improving acquisition rates, improving customer retention and improving VOC and NPS to upselling and cross-selling products and services. Customer upgrades resulted in increases from 9.5% By Brad Baumunk , President and COO.

Why Amazon Will Swallow Almost Everyone

Customers That Stick

Customer Service Blog Amazon Prime customer experience customer retention membership model retail shopping Thrive MarketWe've Moved! Update your Reader Now.

The customer conniption! Identifying the ‘final straw’ moment


A few weeks ago, a fellow Customer Experience Specialist – an amazing lady called Jan Richards – passed on one such nugget. Whether we were talking about a customer, colleague, peer or friend is almost irrelevant. I do not often have a conniption as a customer.

Amazing Business Radio: Adam Dorrell


How do you use the Net Promoter Score® to retain your customers? How can you sell the C-Suite on the benefits of investing in Customer Retention? Top Takeaways: A repeat customer will do more business with you than a new customer. Repeat customers spend more.

Why Phone Calls are Still the Best Way to Deliver Customer Service


In a society becoming increasingly obsessed with text messages, DMs, and emojis, it turns out that authentic, real-time human interaction through phone calls is still the preferred way to deliver optimal customer service. Customers’ Trust a Person’s Voice Over Text.

5 Top Customer Service Articles For the Week of January 16, 2017


Each week I read a number of customer service articles from various online resources. 5 Stages to Building Customer Loyalty by Melissa Gonzalez. My Comment: Customer loyalty doesn’t happen immediately. 4 Ways to Increase Customer Loyalty Now and for the Long Haul by Heike Young.

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The Link Between Emotional Engagement and Customer Loyalty

The Center for Client Retention

The quality of your product is essential for acquiring customers and keeping them, right? Still, something else is the key to winning your customers over and making them come back for more, and that something is emotional engagement. ramount importance for customer retention. *.

Top Ten Contact Center and Servicing Goals for 2017


The top ten contact center and enterprise servicing goals for 2017, in order of priority, are: Deliver an outstanding customer experience (60.8 Deliver a personalized customer experience (39.2 Reduce customer effort (35.2 Enhance customer engagement (33.6 Improve customer retention, (33.6 Delivering a personalized customer experience showed up on the list of contact center and servicing goals for the first time in 2017.

On Which Does Your Company Focus: Customer Acquisition or Retention

CX Journey

Image courtesy of Quadient Where does your company put a greater focus, on acquiring new customers or on retaining existing customers? The old debate stands: should companies focus on customer acquisition over retention ? Make a customer, not a sale.

Customer Experience: it goes both ways… or does it?!


In all honesty, my writing is very much inspired by my own experiences – either as a customer in my own right, or by interacting with the many people I have the good fortunate to interact with in practising my vocation! What do I want from my customers?

Thinking and acting in the interests of the customer. Have you enabled your people to do it?


When customer experience is your passion; your vocation; and you have a desire to share thought, knowledge and opinion; then identifying suitable topics to write about is not particularly challenging. The result was flustered employees and two bemused/ irritated customers.

Generate Repeat Business by Providing Additional Information: Guest Post by Richard Shapiro


One of the easiest ways to generate repeat business is to answer your customer’s questions and provide additional information. Questions are the customer’s way of inviting you to become a valuable guide in their journey. The responsibility is put back on you, the customer.

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How NOT to ask for customer feedback: a shocking example from Sky TV


Having been involved in the world of Customer Experience for many years, nothing should really surprise me – I have very much witnessed the good, the bad and the ugly of business behaviour. Two days ago, my wife was asked to participate in a Sky customer feedback survey.

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


“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.

Why Active Listening is the Best Customer Service Skill


This principle also applies to the relationship between a customer and a customer service or sales representative. Behind every customer call is a real person, looking for guidance or a solution to a problem. Customers Want to Truly be Heard and Understood.

Amazing Business Radio: Amy Downs


Amy Downs on How Customer Obsession Can Drive Your Bottom Line. Are you obsessing about taking care of your customers? First Up: Shep Hyken’s opening comments focus on April being customer loyalty month. People with customer service DNA and customer service hearts.

5 Top Customer Service Articles For the Week of June 12, 2016


Each week I read a number of customer service articles from various online resources. How Twitter’s Recent Changes Affect Customer Service by Dan Gingiss. My Comment: Twitter has become an important customer service channel.

‘Welcome to our kitchen’! Would you have the courage to invite customers into the inner workings of your company?


What happens when two Customer Experience Professionals visit a restaurant together for the first time? . As a result, when any organisation plays host to a Customer Experience Professional – let alone two at the same time – they have no idea what they may be in for!

What makes the the worlds #1 Customer Experience brands?


As I quite literally travel the world talking, listening and working with individuals and organisations who have an interest in Customer Experience, I am regularly asked who the world’s ‘best’ Customer Experience brands are. Customer retention and loyalty CX Professionals CX Strategy # 1 Customer Experience Brands air new zealand Amazon apple bmw boden corporate attitude customer experience Disney First Direct John Lewis mercedes Starbucks

Amazing Business Radio: John Ruhlin


John Ruhlin On Using Gifts To Cut Through Noise, Increase Revenue, And Retain Your Customers. Amazing Business Radio Show Customer Relationships customer retention Cutco gift giving

5 Top Customer Service Articles For the Week of January 23, 2017


Each week I read a number of customer service articles from various online resources. Are You Taking Your Customers For Granted? CustomerThink) What does your B2B marketing program have to do with your customer retention strategy?

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

Robert Davis

Resources call center agent training call center training contact center training customer contact center consulting customer contact center sales Customer Contact Centers customer retention customer service motivation people performance value of coaching

Customer or Hostage? The unfortunate story of the UK passenger rail industry


I have so far avoided using the word customer – which brings me to the theme of this post. The dictionary definition of the word customer is as follows: a person who buys goods or services from a shop or business. The customer! The post Customer or Hostage?

Customer Engagement: a masterclass from United Biscuits


Over the years, I have told a fair number of horror stories to help others learn about the importance of Customer Experience – to the customer, the employee and the shareholder. I called the customer service team who were great.

The Customer Experience ‘7 Year Itch’! A frank and honest assessment of the CX profession


As a prolific writer on the subject of Customer Experience, I feel as though every article I publish is a reflection of sorts. I first became aware of job roles containing the words, ‘Customer Experience’ in the early noughties.

How to Embed a Customer Experience Framework 


In my exclusive column for CustomerThink in October 2016, I shared my ‘top tips’ for creating the right culture to enable an organisation to become genuinely customer centric. In my last column of 2016, I explored tip number 2 – how to embed a Customer Experience Framework.