Author Archive
Do You Use Customer Satisfaction Surveys?
Do you have customer satisfaction surveys in place?
If you don’t, we highly recommend that you do.
In a recent report from BenchmarkPortal, the top 3 post-call survey methods were:
1) Live telephone interviews 33.7%
2) Post-call IVR surveys […]
We, The People, Make A Difference
We,the people, make the difference.
I’ve been speaking and writing about how important creating relationship is with your customers–current, potential, or future. The 2008 CSO Insight’s Sales Performance Optimization Survey (14th edition) found the #1 reason companies win deals is because of their relationships with prospects. And conversely, a major reason they lose deals […]
First Call Resolution: What About That 14%?
Customer satisfaction is crucial to customer loyalty, positive word of mouth, and return on investment–this is a given. We also know first call resolution (one and done) is the #1 driver for customer satisfaction with best practices reported at 86%.
However, this means that 14% of your customers are contacting you more than […]
The Human Touch Will Never Be Replaced
Historically, customer service was delivered over the phone or in person. Customers didn’t have many choices, and switching to competitors was cumbersome. Today, these methods are but two of the many possible points of entry for any given interaction. With all the options the Internet brings, competition is literally a click away.
However, online […]
Who Are Your Customers?
Are you aware of who your customers are? Are they male or female? What is their age? Are they married or single? If you answered no to any these questions you are not alone. Many organizations are unaware of who their customers are.
In a recent study (Rostrvm Solutions Limited 07) when […]
Customer Service Training Remains Inadequate
Most organizations still do not provide comprehensive, let alone adequate, training in today’s marketplace. A recent report by the Service & Support Professionals Association (SSPA) said that only 27% of service and support staff spend more than 5 days on annual ongoing training.
Beyond that, it was found that 82% of new […]
Communication Is Not A 4-Letter Word
What four letter words do we mean? Here are a few:
Talk
Chat
Tell
Blab
Let’s look at ‘talk’ as an example. If I asked you, you could all talk about almost anything at a moment’s notice. In the computer in our brain, we have lots of programs–what we think, what we feel or believe about anything, even things […]
Are You Satisfying Your Customers?
While high levels of customer satisfaction typically lead to company growth, it is not always the case that business growth leads to satisfied customers. In many cases, the opposite is true.
The latest report from the American Customer Satisfaction Index (Michigan School of Business) reports the following:
Customer dissatisfaction with the quality goods and services offered in […]
The 5 W’s of World Class Customer Service Training
The preamble to the United States Constitution begins, ‘We, the people.’ I feel strongly that we, the people, are what make the difference in life, both personally and professionally.
The interaction anyone has at any level with your company, your employees, including you, gives a customer– whether current, potential, or internal or external–an opportunity to […]
