Call Center Weekly

APRIL 12, 2018

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

Customer retention 109

Customer retention Contact Center Brand ambassadors Government 109

Customers That Stick

AUGUST 7, 2017

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.

Customer retention 54

Customer retention 54

CX Journey

DECEMBER 16, 2014

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.

Customer retention 65

Customer retention Advertising Metrics Multichannel 65

VocalCom

MAY 8, 2017

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.

Customer retention 40

Customer retention Average Handle Time Scripts Sales 40

Win the Customer

JANUARY 19, 2016

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.

Customer retention 68

Customer retention B2B Personalization Surveys 68

Call Center Weekly

APRIL 9, 2018

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.

Analytics 153

Analytics Best practices Feedback Surveys 153

ijgolding

NOVEMBER 22, 2017

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?

Travel 103

Travel Banking Customer retention Management 103

Contact Center Pipeline

JULY 19, 2017

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.

B2B 130

B2B Customer retention Contact Center Call Center 130

Call Center Weekly

APRIL 25, 2018

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.

contact center associations 46

contact center associations Contact Center Sales Customer Service 46

ShepHyken

MARCH 27, 2018

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?

Accountability 72

Accountability Feedback Sales Customer Service 72

The Center for Client Retention

NOVEMBER 15, 2017

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

Personalization 52

Personalization Customer retention Customer Experience Customer Service 52

ijgolding

FEBRUARY 26, 2018

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.

Travel 47

Travel Customer Experience Personalization Customer retention 47

ShepHyken

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 Service 99

Customer Service Airlines Education Sales 99

ijgolding

OCTOBER 17, 2017

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.

Customer effort 107

Customer effort Travel Customer retention Customer Experience 107

Robert Davis

MARCH 2, 2017

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.

Call flow 52

Call flow Telecommunications Upselling Wireless 52

Customers That Stick

MAY 15, 2016

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

Marketing 59

Marketing Customer retention Customer Service Customer Experience 59

ijgolding

FEBRUARY 9, 2018

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.

Banking 41

Banking Feedback Enterprise Personalization 41

ShepHyken

APRIL 11, 2017

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.

Benchmark 70

Benchmark Surveys Feedback Best practices 70

Fonolo

MARCH 22, 2018

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.

Chatbots 68

Chatbots Metrics Contact Center Customer Service 68

ShepHyken

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.

B2C 79

B2C Chatbots Customer Service Marketing 79

The Center for Client Retention

SEPTEMBER 4, 2017

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. *.

Surveys 61

Surveys Marketing Feedback Management 61

DMG

MARCH 15, 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.

Contact Center 40

Contact Center Analytics Enterprise Self service 40

CX Journey

MAY 9, 2018

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.

Advertising 47

Advertising Marketing Sales Customer retention 47

ijgolding

MARCH 28, 2017

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?

Travel 48

Travel Customer Experience Consulting Consulting 48

ijgolding

MAY 10, 2018

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.

Banking 42

Banking Accountability Customer centricity Management 42

ijgolding

JULY 3, 2017

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.

Sales 41

Sales Contact Center Call Center Customer retention 41

ijgolding

DECEMBER 19, 2016

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.

Feedback 50

Feedback Engineering Customer centricity Management 50

ijgolding

JULY 14, 2017

“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.

Banking 76

Banking Journey mapping Airlines Customer Experience 76

Fonolo

APRIL 5, 2018

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.

Scripts 63

Scripts Benchmark Customer Service Personalization 63

ShepHyken

APRIL 18, 2017

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.

Education 63

Education Analytics Marketing Customer Service 63

ShepHyken

JUNE 13, 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.

Upselling 69

Upselling B2C Self service Sales 69

ijgolding

NOVEMBER 12, 2017

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!

Engineering 58

Engineering Banking Travel Customer retention 58

ijgolding

MARCH 24, 2015

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

Travel 58

Travel Customer Experience Customer retention 58

ShepHyken

JUNE 21, 2016

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

Personalization 60

Personalization Customer retention 60

ShepHyken

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?

B2B 54

B2B Chatbots Marketing Personalization 54

Robert Davis

MAY 10, 2017

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

Metrics 52

Metrics Sales Coaching Personalization 52

ijgolding

JANUARY 12, 2018

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?

Transportation 44

Transportation Government Personalization Travel 44

ijgolding

NOVEMBER 15, 2016

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.

Feedback 62

Feedback Customer Service Customer retention Customer Experience 62

ijgolding

DECEMBER 14, 2017

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.

Banking 46

Banking Travel Education Customer centricity 46

ijgolding

JANUARY 17, 2017

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.

Customer centricity 61

Customer centricity Customer Experience Employee engagement Enterprise 61