In preparation for a presentation to a client recently, I was asked to stress proactive vs. reactive service. They complimented their account reps on being very good at reactive, but saw the need to go to the next level and be more proactive.
If company leaders are NOT blogging and tweeting about the values of your business, how could you expect front line staffers to do so? It is surprising, then, that only 6% of businesses active in social networks are using it to motivate existing employees.
Don’t let ease of process ever overrule a customized service experience in your business. Today’s consumers want service their way in the channel of their choice! What are the choices available to your consumers and how are they presented?
The folks at at Software Advice—a free resource for customer service technology reviews—just concluded a six-month project called “The Great Retail Experience Race: Local vs. National.” The research was designed to compare the customer experience of five small retailers and five comparable national chain stores.
Being hit by a natural disaster (tornado) and man-made disaster (fire) within a two month period will get you thinking about crisis readiness! Having survived the aforementioned events without more real pain than insurance company and contractor frustration, I am quite aware of how much worse things could have been for our family and for my business.
We all have great visions at the beginning of a new year and then LIFE gets in the way. Perhaps mid-year is a great time to LEAP forward with a rekindled excitement about success strategies for YOUR business.
A recent Avaya study showed that 66% of customers will STOP spending money with you if your service is inconvenient. The study further points out that what is truly at stake is the lifetime value of that customer. If a customer feels that an experience is low effort and efficient, they appreciate it.
Avaya this week announced the results of a Customer Effort Impact Survey that highlights how the amount of work a customer exerts to obtain service affects business priorities of revenue and market growth, brand loyalty, and operational margins.
Customer service would be easy if absolutes such as these were indeed true. In today’s highly interactive world of customized customer service, nothing could be LESS needed than training in such fallible absolutes.
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