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Strategic Investment in Customer Experience
Your customer and how you approach your customer hold the key to successfully investing in your dynamic business model, but more importantly, in turning around the economy.Wait a minute.This suddenly got a lot larger than you may have thought…Whether your customer base is 10 or 10 million, the idea that each individual holds critical answers to your company’s future and to the well being of our....more |
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Author: Jon Blum Tags: customer experience | business process | technology providers |
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Hospitals: Don't Call Me Patient, Call Me Customer!
I recently saw an ad in my newspaper for a Heart Scan at a local hospital. It sounded like a good idea and for $49 I thought “let’s do this thing.” I am an avid runner, but this sounded like a real smart thing to do as “good shape” doesn’t always mean “good condition.” I made the call to set up my appointment and was greeted with my persona....more |
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Author: Tripp Babbitt Tags: healthcare | systems thinking | customer management |
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Turning Data into Profit: Using the Customer Experience to Drive Improvement and Growth at Oracle
It is well documented that optimizing customer loyalty has a direct and positive impact on a company’s financial performance and strategy. Increasing customer loyalty through improved customer experiences can be driven by the insight gained from a comprehensive customer feedback program. As companies have better visibility into the attitudes, expectations and preferences of their customers, they ca....more |
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Author: Jeremy Whyte Tags: ROI | root cause analysis | customer loyalty |
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Customer Service Excellence Within a Call Center Environment: A Discussion with Derek Bishop
In the current economic crisis, ensuring that your company is operating its call center effectively is critical. Derek Bishop, the former Head of Customer Service for the global financial security firm AXA, speaks about the challenge facing call centers today. With his extensive experience in the financial services industry, Bishop explains why now more than ever it’s crucial to listen to the voice....more |
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Author: Derek Bishop Tags: customer | call center | call center representative |
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How Call Centers Develop Long-Term Relationships with Customers
Editor's Note: This interview was first run on Customer Management IQ on 5/27/2009.Providing the value customers expect while increasing productivity within the call center leads to long-term relationships with the call center and the customer. Bill McGovern, Director -NAM Customer Service Center and Common Support Applications at ABB, the technology-based provider of power and automation products, systems ....more |
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Author: Bill McGovern Tags: customer relationship management | knowledge bank | enterprise resource planning |
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Stop Visiting Your Customers: Leveraging Sales 2.0 For Increased Customer Engagement
Forward-thinking companies are asking their sales representatives to stop visiting all but their most strategic and profitable prospects and customers. Why? They are embracing Sales 2.0—a more efficient and effective way to sell using innovative sales practices and technology. As a result, they’ve dramatically reduced their cost of sales, improved sales productivity and increased revenue.The Art....more |
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Author: Anneke Seley Tags: sales 2.0 | saas | CRM |
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It's About Time: Increasing Customer Engagement Through Sales 2.0
“2.0” has gone mainstream. A little more than a year ago, while I was in New York to present my proposal for a book on Sales 2.0 to my publisher, I realized the 2.0 naming convention was here to stay. When I picked up the morning newspaper, I saw The New York Times had published an article titled "Food 2.0," describing how innovative chefs are using chemistry to transform their dishe....more |
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Author: Anneke Seley Tags: sales | sales 2.0 | field sales |
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The Best Place for A Reality Check
Command and control thinking has to manifest itself somewhere, and no where is it more prevalent than the call center. Let's look at the typical call center:Productivity charts for team, unit and individual performance (complete with targets)Display monitors with number of calls in the queue (and other worthless information)Coaching sessions for those that don't "hit the numbers"Four-six week....more |
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Author: Tripp Babbitt Tags: call center | average handle time | knowledge |
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Understanding the Role of Six Sigma in Improving Call Center Processes
Editor’s note: Of late, much discussion on this site has focused on the weaknesses of call center performance reviews due to faulty processes. This article attempts to shed some light, in a general way, on the subject of process improvement and how relates to performance reviews. By now, most people are familiar with the need for improving, radically changing and controlling processes. The works of W.....more |
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Author: From the Desk of the Executive Editor Tags: six sigma | call center | process analysis |
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