We trained 1000's of leaders, managers, and frontline staff in customer service with our basic customer service programs. customer service leadership, and dealing with difficult customers programs. Our major customer service clients have included restaurants, theaters, and casinos. Our programs always focus on the latest information combined with assessments, direct applications to client specific issues, and heavy experiential learning.
To say that customer service is important is an understatement. According to Parature’s Global Customer Service Report, 97% of consumers in the world find customer service very, or at least somewhat important in their choice of a brand.
For the average retailer or restaurant, 66% of sales come from the top quartile of customers. Regulars are the lifeblood of any growing business, which is why many businesses have turned to loyalty programs to identify, engage, and retain these loyalists.
When done right, loyalty programs can be hugely profitable for the business—a 5% increase in customer retention can result in an 80% increase in profitability.
Today, consumers want to provide helpful insight for the brands they interact with, but most companies are not taking advantage of customer feedback, even though it's in their interest to ask for input from their customers across multiple touch points.
The average person can only handle a few tasks at a time. But for companies, the ability to process and respond to multiple customer requests rapidly is now a competitive differentiator. The speed with which companies can collect and convert customer data into insights and act on it is critical.
“What we’ve got here is a failure to communicate”. That is a reference to the 1967 movie Cool Hand Luke, and my assessment after rereading the findings of our Consumer Study on Customer Rage associated with complaints and the complaint handling process.
One of the perks of my job is that I get to travel to many fabulous places in this country and abroad. In my travels, I have experienced all types of customer service. On a recent business trip to Iowa, I was told by the woman at the hotel front desk that the pizza at…
James Schreier's insight:
What a good (?) example of horrible customer service and the really easy -- and basic -- steps that should be obvious.
Customer Relationships - Is your customer loyalty program meeting consumer expectations? We recently conducted a study of North American consumers to find out what they felt about loyalty programs. The following insight
Probably the favorite Sub-Need is “You treat me like a new customer all the time”. Its “failure statement” tells you why this bugs so many of us: “You treat me as a commodity once I’m on board, and only give the best deals to attract new customers.” In the book we lament this all too common business practice, accelerated by the proliferation of “promotions” and “special deals”, almost always focused on landing new accounts.
Summer’s almost here! A time to relax, enjoy outdoor meals, get new summer clothes, take vacations, make new friends, and create memories with those you love. But can summer also teach us something about creating memories with our clients? Yes! It can help us remember that when emotion is attached to a memory it becomes…
Building a customer-first company involves every part of the business. Employees across teams and levels need to believe in the value of putting customers first and make doing so a priority day-to-day.
But, when it comes to employee onboarding, many companies talk about customer focus but don’t actually provide new hires with the training they need to deliver on this important company value.
Customer personas; buyer personas; call them what you will – businesses (notably marketing functions within them) have been creating and using this visual and descriptive method to ‘bring customers to life’ for many years. As Customer Experience has established itself across sectors globally, Customer Personas (if I may call them that) are now a core tool in the armoury of the Customer Experience Professional.
Sooner or later every company encounters a situation that simply wasn't anticipated in advance. So when a customer's experience involves this kind of unforeseen event, especially if it is of great significance or importance to the customer, you want your employees to be willing and able to deal with it, even if it might mean overriding a standard practice, or making a judgment call on their own authority.
Sharing your scoops to your social media accounts is a must to distribute your curated content. Not only will it drive traffic and leads through your content, but it will help show your expertise with your followers.
How to integrate my topics' content to my website?
Integrating your curated content to your website or blog will allow you to increase your website visitors’ engagement, boost SEO and acquire new visitors. By redirecting your social media traffic to your website, Scoop.it will also help you generate more qualified traffic and leads from your curation work.
Distributing your curated content through a newsletter is a great way to nurture and engage your email subscribers will developing your traffic and visibility.
Creating engaging newsletters with your curated content is really easy.