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

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Customer retention 56

Customer retention 56

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 66

Customer retention B2B Personalization Surveys 66

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 271

Accountability Customer retention Feedback Sales 271

Contact Center Pipeline

JULY 26, 2017

There is no such thing as, “just an address change” or a “simple customer question.” Every interaction is a loyalty situation: How that interaction is handled can either generate customer commitment or drive that customer away.

Coaching 329

Coaching Customer retention Contact Center Call Center 329

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.

Airlines 366

Airlines Customer Service Customer Care Education 366

ShepHyken

MAY 25, 2018

This week we feature an article by Matt Nolan who shares five keys to building more compelling, sustainable customer relationships. Customer retention used to be considered just a “service problem.” Today, we have to approach things from a customer perspective.

Upselling 221

Upselling Advertising Marketing Call Center 221

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 257

Benchmark Surveys Feedback CRM 257

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.

Customer Service 289

Customer Service B2C Chatbots Customer retention 289

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 235

Education Analytics Marketing Customer retention 235

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

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 254

Upselling Customer Service B2C Self service 254

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 221

Personalization Customer retention 221

Genroe

JUNE 11, 2018

Customer feedback is often seen, at worst, as a compliance task and, at best, as a long-term way to increase sales and customer retention. Yes, the customer feedback process does drive long-term customer loyalty and lifts revenue but you can also use the data in a much […]. Customer Feedback Customer Retention Net Promoter Score Tools customer gauge monetize

Sales 54

Sales Feedback Customer retention 54

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?

Customer Service 202

Customer Service B2B Chatbots Marketing 202

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

Beyond Philosophy

NOVEMBER 10, 2014

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.

Customer Experience 305

Customer Experience Upselling Employee engagement Marketing 305

Genroe

JUNE 11, 2018

Customer feedback is often seen, at worst, as a compliance task and, at best, as a long-term way to increase sales and customer retention. Yes, the customer feedback process does drive long-term customer loyalty and lifts revenue but you can also use the data in a much […]. Customer Feedback Customer Retention Net Promoter Score Tools

Sales 40

Sales Feedback Customer retention 40

Beyond Philosophy

MARCH 16, 2015

Customer Experience continued to be a dominant business issue throughout the world in 2014. They are all working to improve their Customer Experience. I can say with confidence the Customer Experience concept is now a worldwide phenomenon. I work in Customer Experience.”.

CRM 311

CRM Employee engagement Customer retention Management 311

Beyond Philosophy

MARCH 9, 2015

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.

Employee engagement 270

Employee engagement Consulting Consulting Personalization 270

Beyond Philosophy

AUGUST 4, 2015

Quality sales cultures are the ones where the Customer comes before the close, like Mackay’s quote indicates here. I wrote about Key Performance Indicators (KPI) and their role in the Customer Experience. They balance the needs of the Customers and the needs of their organization.

Sales 296

Sales Customer centricity Customer retention Accountability 296

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

Beyond Philosophy

MARCH 12, 2015

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.

Customer emotions 310

Customer emotions Consulting Consulting Journey mapping 310

Beyond Philosophy

NOVEMBER 11, 2014

When they saw these purchases in the customer’s history, they decided that they would begin the targeted campaign to these women. “ Most of the time, what we do, is what we do most of the time”. This is former F1 champion Lewis Hamilton stopping in the wrong team’s garage to change tires.

Marketing 311

Marketing Employee engagement Consulting Consulting 311

Beyond Philosophy

NOVEMBER 6, 2014

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.

Employee engagement 305

Employee engagement Marketing Consulting Consulting 305

Beyond Philosophy

MAY 12, 2015

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.

Consulting 270

Consulting Consulting Marketing Customer centricity 270

Beyond Philosophy

OCTOBER 14, 2014

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.

Consulting 255

Consulting Consulting Customer emotions Marketing 255

Beyond Philosophy

SEPTEMBER 22, 2015

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.

Surveys 239

Surveys Call Center Feedback Customer retention 239

Beyond Philosophy

OCTOBER 6, 2015

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.

Banking 237

Banking Government Engineering Customer emotions 237

Beyond Philosophy

OCTOBER 9, 2015

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 These moments tell us what an actual Customer is likely to feel. 4 Ways to Gain Customer’s Trust in Data Security.

Big data 237

Big data Morale Consulting Consulting 237

Beyond Philosophy

OCTOBER 20, 2015

One essential element often neglected, but essential is the training of your Customer-facing teams. In my view, there is a great lack of training on soft skills with Customers and when there is training available it is too basic and not frequent enough. We know that over 50% of a Customer experience is emotional so this is important. You have to understand how these things work together to create an impression for the Customer on how they “feel” about your experience. #2:

Customer retention 235

Customer retention Consulting Consulting Management 235

Beyond Philosophy

OCTOBER 6, 2014

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.

Customer Experience 284

Customer Experience Marketing Journey mapping Customer emotions 284

Beyond Philosophy

DECEMBER 23, 2015

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.

Chief Customer Officer 217

Chief Customer Officer Enterprise Consulting Consulting 217

Beyond Philosophy

SEPTEMBER 15, 2015

This poor Customer Experience is one reason I now use Netflix more than my cable company. For those of you that don’t know, Net Promoter Score (NPS) represents the likelihood a Customer would recommend your product or service to other people (i.e., It has become a standard metric used to determine if your Customer Service and Experience improvements are effective. So the question is, what can we learn about what works for Customer Experience by looking at trends in NPS?

Telecommunications 230

Telecommunications Banking Benchmark Metrics 230

Beyond Philosophy

JULY 14, 2015

There are some signs that your Customer relationship is all about you, or one-sided, and they are easier to spot than you think. Many of the things that make personal relationships fail make your relationship with Customers one-sided. To that end, here are three ways you can identify how you are making your relationship with Customers one-sided: #1: You don’t take no for an answer. Of course, Customers can’t always feel like they lose either.

Customer emotions 207

Customer emotions Marketing Customer centricity Customer retention 207

Beyond Philosophy

DECEMBER 3, 2015

Wouldn’t it be great if you could truly predict Customer’s behavior. For those of you that do not know about this, behavioral economics embraces the fact that often Customers make irrational decisions and as a consequence this affects what they buy. In short, you need to embrace the fact that Customers are irrational. Let us start with three simple questions: What emotions are you trying to evoke in your Customers? in order to identify how the Customer is feeling.

Marketing 196

Marketing Analytics Consulting Consulting 196

Beyond Philosophy

OCTOBER 29, 2014

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!

Customer Experience 274

Customer Experience Employee engagement Consulting Consulting 274

Beyond Philosophy

MAY 14, 2015

More and more of your Customers believe access to self-service options is essential to their relationship with your business. Their Customer Service Success Blog reported some interesting stats to consider about Customer’s self-service options, including: By 2017, Only 1/3 of Customer service interactions will require human assistance. As many as 2/3 of Customer service interactions will occur without human-to-human contact. Customers value trust.

Self service 228

Self service Best practices Surveys Customer centricity 228