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Casual Articles - Are You Satisfying Your Customers?
You may have heard something about ‘branding’ in regards to marketing, but perhaps you’ve wondered what that means exactly.Sometimes it is better to explain something in relation to something else. That’s what I am going to do – so first I will start with ‘positioning’. You also may have heard that term, but also did not really know what it meant. ‘Positioning’ is a marketing term that means to take a p
Where will they find these tools? The simple answer is with customer centric training. Off the shelf, generic, or outdated training is like trying to put a round peg in a square hole. Today’s training modules must be customized to the customer, not the statistics, and t
Postage stamps are extensively used in the US. They are used on mails, envelopes and packages and help post offices ascertain where they are to be delivered. Stamps are made in the U.S. every day but the manufacturers of some stamps have been prevented from doing so. This is the reason that the stamps manufactured by such companies have become rare.The first postage stamp issued in the world was in 1840. T
Customer dissatisfaction with the quality goods and services offered in the marketplace is more than a nuisance. The US economy is heavily dependent on increases in consumer spending. Such increases are hard to come by when consumers become less satisfied. The ACSI fell dramatically in the fourth quarter of 2004. The Index now stands at 73.6 – dropping nearly 1% compared with the third quarter. One would have to go back almost seven years to find an equivalent decline.
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.
What’s interesting with this study is that since 1995 customer service has consistently not made the grade, and services continue to top the list in terms of customer dissatisfaction. Remember we’re all in the service business!
Taken even further, growing customer dissatisfaction with contact center service levels is boosting the use of IVRs as 20% of customers opt for self service channels over live agents. That’s 1 in 5 customers bypassing the human because of poor service. (CRM Today, 2/18/05).
Most of us know the impact and cost of repeat calls, bad call experiences, poor service, (if you don’t go to http://www.human-technologies.com/newsletter_archive.html). What can you do starting right now?
First, how and what are you measuring for customer satisfaction? Measurement systems must not only be in step with the customer's preferred communication channel, but the effectiveness of service delivery should be immediate.
What does this mean? If the interaction is via phone, a survey should be via phone, not by a subsequent email. Are you actually asking the customer for feedback on their experience—what is now jargoned as ‘the voice of the customer?’ Merely using metrics will give you guidelines, but could be false security. Go to the source. Ask your customers!
Second, according to the third National Complaints Culture Survey unhappy customers are growing increasingly frustrated with the way their complaints are being handled, and hard-pressed call center staff are being hindered by a lack of training and support from their employers.
Since calls coming into an organization are escalated before they’re even answered—if I could successfully find my answers through the website, self service, VRU, IVR, etc. I wouldn’t need to talk to a human—so employees need more tools than ever before to diffuse what is being presented to them such that they can move the customer onto a more productive interaction, and close the call.
Where will they find these tools? The simple answer is with customer centric training. Off the shelf, generic, or outdated training is like trying to put a round peg in a square hole. Today’s training modules must be customized to the customer, not the statistics, and t
Venture capital is a possible source of funding for new relatively unproven enterprises that appear to have promising futures. However, such money is often hard to come by.Be realistic in your quest for venture capital. Venture capital firms expect a business to be able to return their investment not only with interest, but with a large profit.Many venture capital firms are affiliated with bank
What’s interesting with this study is that since 1995 customer service has consistently not made the grade, and services continue to top the list in terms of customer dissatisfaction. Remember we’re all in the service business!
Taken even further, growing customer dissatisfaction with contact center service levels is boosting the use of IVRs as 20% of customers opt for self service channels over live agents. That’s 1 in 5 customers bypassing the human because of poor service. (CRM Today, 2/18/05).
Most of us know the impact and cost of repeat calls, bad call experiences, poor service, (if you don’t go to http://www.human-technologies.com/newsletter_archive.html). What can you do starting right now?
First, how and what are you measuring for customer satisfaction? Measurement systems must not only be in step with the customer's preferred communication channel, but the effectiveness of service delivery should be immediate.
What does this mean? If the interaction is via phone, a survey should be via phone, not by a subsequent email. Are you actually asking the customer for feedback on their experience—what is now jargoned as ‘the voice of the customer?’ Merely using metrics will give you guidelines, but could be false security. Go to the source. Ask your customers!
Second, according to the third National Complaints Culture Survey unhappy customers are growing increasingly frustrated with the way their complaints are being handled, and hard-pressed call center staff are being hindered by a lack of training and support from their employers.
Since calls coming into an organization are escalated before they’re even answered—if I could successfully find my answers through the website, self service, VRU, IVR, etc. I wouldn’t need to talk to a human—so employees need more tools than ever before to diffuse what is being presented to them such that they can move the customer onto a more productive interaction, and close the call.
Where will they find these tools? The simple answer is with customer centric training. Off the shelf, generic, or outdated training is like trying to put a round peg in a square hole. Today’s training modules must be customized to the customer, not the statistics, and t
Operating construction jobs is a great deal of work, not just in terms of using a level or nail gun. Managing those construction duties is just as time consuming and sometimes aggravating. Small and medium sized contractors have a need for the most help, which will definitely benefit the use of construction estimating software. While there are many software packages used for estimating residential and commercial
Most of us know the impact and cost of repeat calls, bad call experiences, poor service, (if you don’t go to http://www.human-technologies.com/newsletter_archive.html). What can you do starting right now?
First, how and what are you measuring for customer satisfaction? Measurement systems must not only be in step with the customer's preferred communication channel, but the effectiveness of service delivery should be immediate.
What does this mean? If the interaction is via phone, a survey should be via phone, not by a subsequent email. Are you actually asking the customer for feedback on their experience—what is now jargoned as ‘the voice of the customer?’ Merely using metrics will give you guidelines, but could be false security. Go to the source. Ask your customers!
Second, according to the third National Complaints Culture Survey unhappy customers are growing increasingly frustrated with the way their complaints are being handled, and hard-pressed call center staff are being hindered by a lack of training and support from their employers.
Since calls coming into an organization are escalated before they’re even answered—if I could successfully find my answers through the website, self service, VRU, IVR, etc. I wouldn’t need to talk to a human—so employees need more tools than ever before to diffuse what is being presented to them such that they can move the customer onto a more productive interaction, and close the call.
Where will they find these tools? The simple answer is with customer centric training. Off the shelf, generic, or outdated training is like trying to put a round peg in a square hole. Today’s training modules must be customized to the customer, not the statistics, and t
No one, I repeat, no one gets to a level of fame, fortune and notoriety by themselves. Everyone needs someone to help them achieve greatness. Michael Jordan was the star, but he needed his team mates in order to win. Behind every great performer (and not so great performer) there are managers, promoters, publicists and more all standing in their shadow doing what needs to be done to move their star even higher.hone, a survey should be via phone, not by a subsequent email. Are you actually asking the customer for feedback on their experience—what is now jargoned as ‘the voice of the customer?’ Merely using metrics will give you guidelines, but could be false security. Go to the source. Ask your customers!
Second, according to the third National Complaints Culture Survey unhappy customers are growing increasingly frustrated with the way their complaints are being handled, and hard-pressed call center staff are being hindered by a lack of training and support from their employers.
Since calls coming into an organization are escalated before they’re even answered—if I could successfully find my answers through the website, self service, VRU, IVR, etc. I wouldn’t need to talk to a human—so employees need more tools than ever before to diffuse what is being presented to them such that they can move the customer onto a more productive interaction, and close the call.
Where will they find these tools? The simple answer is with customer centric training. Off the shelf, generic, or outdated training is like trying to put a round peg in a square hole. Today’s training modules must be customized to the customer, not the statistics, and t
An advertising agency will get your business noticed by those you want to be noticed by. We build interest. We create excitement. If we do our job right, we tell your story like it’s never been told before. If you do your job when new prospects come to you, your bottom line increases, exponentially in some cases. Despite this simple explanation, planning and executing an effective advertising campaign is anything
Where will they find these tools? The simple answer is with customer centric training. Off the shelf, generic, or outdated training is like trying to put a round peg in a square hole. Today’s training modules must be customized to the customer, not the statistics, and training must be presented ongoingly. It must be highly interactive, current, and robust with role playing opportunities.
Remember, training is a process, not an event
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