How long is too long? Standards like 80/20 for the call center industry help to guide average speed of answer but the truth is, acceptable hold-time varies from industry to industry and from customer to customer. Even a second or two can jeopardize the entire experience in your customer’s eyes, and risk the possibility of an abandoned call. Whether your hold times are longer than the prescribed average or you’re hitting the 80/20 mark, it’s important to provide callers with an accurate expectation of wait time and respectful alternatives to waiting on hold such as a call-back. Continue reading
Tag Archives: customer-loyalty
Most businesses understand the value of exceptional service and how it can make-or-break customer retention. The truth is, people genuinely remember positive interactions, specifically when phoning into your contact center, and they use those experiences to guide their shopping decisions. Surprisingly though, many organizations still need to be convinced that excellent customer service is essential to their success. They’re clearly stuck in a time when the key to winning customers was solely based on the quality of your product and not particularly in the service you deliver.
We’re here to set the record straight once and for all, and to prove that things have changed when it comes to customer loyalty. If you haven’t made outstanding customer service a top priority at your company yet, these 7 facts will make you think twice: Continue reading →
The multi-channel customer experience has raised a number of questions about how call centers should effectively measure the customer journey. More than ever before customers are moving across channels and devices to find support and purchase products. Whether it’s the phone, chat, social media, web, messenger or any number of channels, customers are doing a lot of things, in a lot of different places. Are all these touch-points working in synchrony, or are your customers pulling their hair out when they navigate from one to the other? That’s where customer journey tracking comes in; businesses can begin to understand their customer’s behaviors and uncover details that they otherwise wouldn’t catch. It can also measure how well each of these channels are working both individually and holistically.
Here are 4 risks you take by not making the customer journey a priority: Continue reading →
Did you know it costs businesses 5 times more to acquire new customers than it does to keep current ones? In fact, reducing customer churn can increase profits by 125%.
We should all know how important happy customers are. Unfortunately, most call centers fail at providing exceptional service, the type that keeps the customer loyal.
Now that you have good reason to focus on customer loyalty, here are 10 easy tips to help you do it: Continue reading →
Customer loyalty is the backbone of any successful business. It is also the key to profitability. Statistics show that attracting a new customer can cost up to 30 times more than keeping an existing customer, according to The Chartered Institute of Marketing, and most industries will spend five to seven times more money. Moreover, businesses rarely break even with one-time customers. It can take 12 to 18 months for a retailer to break even with a repeat customer. The stats are even grimmer for online retailers. According to a study conducted by Bain, “Except for high-ticket items, in almost no instance can an online retailer break even on a one-time shopper.” Let that one sink in for a minute. Continue reading →
If you make a list of life’s most important lessons, odds are this one is near the top: “No matter how good you are at something, there’s always someone better“.
In business, as in life, it’s of paramount importance to know that the race to be the best is a marathon, not a sprint. And, more to the point, that there’s always something you can learn from your competition … especially about delivering customer service!
To keep you inspired, here are 10 things your competitors can teach you about customer service: Continue reading →
The best companies retain their return customers at all costs. Customer service is commonly why consumers become loyal. If a customer has a poor experience at your business he may visit one of your competitors. If your company prides itself on the best customer service out there, your website should reflect this.
Here are some tips for business owners that want to make websites that put customer service first. Continue reading →
Smartphones and other mobile devices are an excellent way for your business to reach out to consumers and build loyalty with them. A recent Forrester study found that consumers who access social networking sites from a smartphone are more likely to engage with content posted by a brand than their PC counterparts.
Channeling this engagement into loyalty takes creative thinking, so here are a few ways you can leverage mobile to build that relationship with your customers: Continue reading →
In recent years, consumers have become much more demanding of a flawless customer service experience. Delivering such an experience has become vital to business success. A study from YouGov shows that 76% of respondents said, “just one unpleasant contact center experience was likely to make them take their business elsewhere”. According to Gartner, organizations that prioritize the customer experience generate 60% higher profits than their competitors.
Understanding all the factors that contribute to a positive customers experience is a daunting challenge. With so many vendors and so many different technologies out there, how can you find the right things to focus on?
Here are 7 videos from industry experts to help frame your thinking. Continue reading →
Customer service, however, is not an exact science. Rather, it’s a combination of quick thinking, hard facts and data, and, most of all, empathy that seeks to understand and care for customers.
These five stories provide you with the best examples of how to provide your customers with an amazing customer service experience, even if you’re faced with numerous hurdles. Continue reading →