As customer experience management (CEM) continues to gain importance in the minds of today’s CEOs, more and more companies are taking on customer experience management projects to improve customer satisfaction, develop better customer insights, nurture customer loyalty and advocacy, and improve customer lifetime value. The rapid rise to the top echelons of strategic priority […]
As customer experience management (CEM) continues to gain importance in the minds of today’s CEOs, more and more companies are taking on customer experience management projects to improve customer satisfaction, develop better customer insights, nurture customer loyalty and advocacy, and improve customer lifetime value. The rapid rise to the top echelons of strategic priority […]
The relationship between a client and bank symbolizes a very important affiliation. Whether for personal or business banking, clients who entrust their finances with a particular financial institution are depositing more than just money. They are conveying a trust in the bank’s ability to meet their needs through products and customer service.
Some would say customer […]
Fulfilling the needs of clients is not always an easy task. For the best of banks, it’s the singular motivator to success. Endless studies have been conducted on the results of good customer service and the outcome is undeniable. Meet the needs of your clients effectively and repeatedly and you will have earned their trust […]
In part because of the Internet, more and more customers are looking to do business after normal business hours. They surf the Internet for the products they are interested in, search for websites of the businesses they want to get these products from, then look at the business itself to see how they can […]
If you have ever worked in the retail or customer service industries then the words mystery and shopper are ones with undertones of dread and humiliation. As if an anonymous report was not bad enough, now your run of the mill mystery shopper is armed with audio visual equipment. The battle lines have been drawn […]
I came across a local news story a few months ago that had me absolutely astounded. A health insurance company here in Indianapolis released a statement saying they will no longer pay hospitals for performing the wrong surgery, performing surgery on the wrong body part, or performing surgery on the wrong patient.
What really flabbergasted me […]
Development managers are busy zeroing in on how to maximize their call center productivity. More often than not their most preferred strategy is on scripting, pitching or specific call center software. Though these two alternatives are definitely important weapons in your arsenal for operating a successful call center, but by far the priceless asset is […]
Being a Mystery Shopper is a bit like being a consumer spy. Not quite MI5, but it is important in its own right as a yardstick for customer service and identifying improvements that can be made to a business. The reason that companies hire a mystery shopping service is to understand in an […]
Providing great customer service puts you ahead of other competing businesses. It’s what your business needs to develop a loyal customer base.
When your competitors lose business because of poor customer service and their lost customers become your first time customers, it’s your customer service that will keep your new customers coming back. […]
