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The Cost of Unhappy #Customers

The Cost of Unhappy #Customers | CSRevolution | Scoop.it

Via Eric_Determined / Eric Silverstein
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Eric_Determined / Eric Silverstein's curator insight, July 16, 2014 12:57 PM

The #Data is clear: It costs more to win new business than retaining current customers, this #infographic gives us further validation.

 

Companies say they are focused on their #customer #experience, let's see if next year's data will drastically improve. What are your thoughts?

Skip Lackey's curator insight, July 18, 2014 12:20 PM

This is of utmost importance for ALL businesses.  Good leaders should be looking into this as much as they look at the bottom line of the company.  This should be a KPI that all business owners and leaders focus on. 

 

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The Best Way to Map the Customer Journey: Take a Walk in Their Shoes | SurveyMonkey Blog

The Best Way to Map the Customer Journey: Take a Walk in Their Shoes | SurveyMonkey Blog | CSRevolution | Scoop.it
How do you know what your really customers want? Sales, quality products and services, good customer service--sure.
Ash's insight:

Could not agree more. Customer journeys can only be maped the right way if we choose to spend the time tracing every step as a customer.

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Customer Service Revolution

Customer Service Revolution | CSRevolution | Scoop.it
Ash's insight:

Here's a simple plan to start the disruptive creativity cycle and change the state of our organization to a more customer centric one...

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Westpac Bank enhances the customer experience

See how Westpac Bank uses SAS to enhance the customer experience and increase market share.
Ash's insight:

A great financial industry Case study to illustrate how important it is to invert POVs (Point of Views) as a Brand to woo customers and retain and grow the relationship.

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Scotiabank's Customer Contact Centre in Jamaica achieves World Class ... - Go Jamaica (press release)

Scotiabank's Customer Contact Centre in Jamaica achieves World Class ... - Go Jamaica (press release) | CSRevolution | Scoop.it
Go Jamaica (press release)
Scotiabank's Customer Contact Centre in Jamaica achieves World Class ...
Ash's insight:

And here's another win for global outsourcing...An inspiring achievement!

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10 Things That Could be Killing Your Call Centre’s Effectiveness

10 Things That Could be Killing Your Call Centre’s Effectiveness | CSRevolution | Scoop.it
Contact centres are changing the way they operate. With various new technologies and online services now available, those centres that do not adapt to the new digital environment are unlikely to surv…
Ash's insight:

It's time for contact centres to smarten up and tackle their biggest opportunities for improvement...

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Forrester Report Says Think Customer Engagement Not Marketing Campaigns

Multichannel marketing has now become common. That’s one of the conclusions of a new report from Forrester, about marketing in the age of multiple ways to reach the customer..
Ash's insight:

"Save the Experience, save the relationship. Save the relationship, grow your revenues..."

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Seinfeld Customer Service Example

Ash's insight:

A great and funny example of how bad customer service can backfire...Let's laugh and reflect

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Smile & Move by Sam Parker at GiveMore.com

Smile & Move by Sam Parker at GiveMore.com | CSRevolution | Scoop.it
Smile & Move can help you encourage people to be more positive and service-oriented in their efforts with customers and colleagues. Imagine how wonderful work (and life) would be if there were more Smovers.
Ash's insight:

Excellent take on Service attitude revitalisation and reminder for all of us service leaders...

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Media Release: Listen to the voice of the customer, and act upon it

Media Release: Listen to the voice of the customer, and act upon it | CSRevolution | Scoop.it
CMO Australia addresses the unique marketing, technology and leadership challenges chief marketers face as they look to align their own practices and insights with those of the business. We deliver this through news on online advertising, digital and social media marketing trends, exclusive chief marketing officers interviews, in-depth research and insights on the future of marketing.
Ash's insight:

Cautionary guide towards apt utilization of VoC programs for contact centres worldwide. It provides insights into how not to measure customer experience too. Good read

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Contact Centre Homeworking – Is it time to think again? - Contact-centres.com

Contact Centre Homeworking – Is it time to think again? - Contact-centres.com | CSRevolution | Scoop.it
Contact-centres.com
Contact Centre Homeworking – Is it time to think again?
Contact-centres.com
Not so many years ago homeworking was considered the next big thing. A “game changer” for the contact centre industry.
Ash's insight:

A second take on the cliche that is Homeworking in the contact centre space!

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