Friday, February 27, 2009
Sitel site director Jeffrey Mortlock said
"It's a hard job. Ninety-five percent of the people calling in have a problem or they are upset about something. We have to teach employees how to solve people's problems, and that's what our goal is."
For more, read the article here.
Wednesday, February 25, 2009
How do you keep the two separated for your customers?
Tuesday, February 24, 2009
Christopher Musico of DestinationCRM.com, reports that the one thing that happens in a downturn is that everyone is focused on keeping customers," explains Natalie Petouhoff, senior analyst at Forrester and co-author of the report "The Economic Necessity of Customer Service." "Don't you spend on advertising? Of course you do, and it costs money -- but it has value if it's done well. The same goes for investment in customer service."
Petouhoff's 5 Recession Busters:
make self-service work across all channels;
be proactive about chat;
invest in online social-networking communities;
explore unified communications (UC); and
empower sales agents with co-browsing tools.
What do you think? Could you add a few more to the list?
Friday, February 20, 2009
When a company’s customer satisfaction score has improved over the prior year’s results and is above the national average (currently 75.7), studies show its shares have a good chance of outperforming the broad stock market in the long run.
Thursday, February 19, 2009
Can customer service be outstanding even when business is failing?
Wednesday, February 18, 2009
Of the survey participants:
- 56% said their companies have no programs to track or propagate positive word of mouth
- 59% don't compensate employees based on improvements in customer loyalty or satisfaction
- only 16% said their companies have a routine system in place for monitoring what people are saying about them or their brands online
Tuesday, February 17, 2009
Director of Corporate Communication Lin Mize had this to say about the service overhaul:
"We are bringing the billing and the call center in-house to be staffed and managed by SourceGas employees. We apologize for the inconvenience this [billing issues with the current system] has caused, and our employees are excited to get this opportunity to directly help customers."
There will be extensive testing of the new billing system. They will also use the working in-house call center they acquired when they purchased Arkansas Western Gas Company.
For more information, visit trib.com.
This company sees a need to bring customer call centers in-house. What do you think about providing customer care call center in house? Is this something that could improve your relationship with your customers?
Thursday, February 12, 2009
Here’s a brief summary of the article as described by Performix:
- Look at the processes your marketing department is using. Are they ahead or behind schedule on jobs? Efficient, or chaotic? Keep a grasp on the people part of the process to be able to increase productivity.
- Distinguish between measuring campaign performance (e.g.. how the cross-sell campaign did online in the last 3 months) and look at the OVERALL effectiveness of all marketing programs, direct and traditional or broadcast media. You need to have the data on how all are performing in order to develop the right media mix.
- Develop and focus on broader business metrics that are not specific to any marketing program, like: sales growth, market share, total sales and total profits, Are they aligned? How do they interact?
- Look at the customer: except for managing marketing processes, all of the above relate to the customer. Are they affecting the customer positively or negatively? Create customer metrics, for things like: products (owned) per customer, customer profitability, customer satisfaction, net-adds, and customer lifetime valiue.
Wednesday, February 11, 2009
Are your employees asking for training? What have you done to educate them on customer service in your field?
Tuesday, February 10, 2009
Here’s a brief recap of the webinar:
Open-ended survey questions allow people to express themselves in their own words; and give researchers rich new insights into attitudes and preferences regarding service, purchase decisions, product design, employment, operations, whatever the issue under study.
If you’ve limited your surveys to close-ended questions due to the time and expense of reading and manually coding text responses, this session can be your organization’s first step toward maximizing the value of your survey data.
Created specifically for open-ended survey responses, SPSS Text Analysis for Surveys uses proven technologies in computational linguistics to make it far more powerful than typical text-coding procedures. It allows you to categorize hundreds, even thousands of responses in a fraction of the time it would take to do so manually. Then easily export results for further analysis and graphing.
What you will learn by attending:
- How to turn text into quantitative data
- How to save even more time by automating the creation of categories and the coding of responses
- How to uncover category relationships using visualizations such as bar charts and tables
- How to export results to Excel, SPSS or other software for analysis
- And more!
Friday, February 6, 2009
Thursday, February 5, 2009
Wednesday, February 4, 2009
How good of a job is your company doing in interacting with your customers through social media?
Tuesday, February 3, 2009
Do you see any chains that weren't recognized for their great customer service?
Here's the complete list of fast food that made the survey for quality experiences:
1. In-N-Out Burger, Irvine, Calif., 60%
2. Raising Cane’s, Baton Rouge, La., 59%
3. Giordano’s Pizza, Chicago, 56%
4. Chick-fil-A, Atlanta, 55%
5. Panera Bread, St. Louis, 54%
6. Chipotle, Denver, 52%
7. Pei Wei, Scottsdale, Ariz., 51%
8. Firehouse Subs, Jacksonville, Fla., 51%
9. Taco Tote, El Paso, Texas, 50%
10. Qdoba, Wheat Ridge, Colo., 49%
(Photo: Seattle Weekly)
Monday, February 2, 2009
Lim Swee Say, Minister, Prime Minister's Office and Secretary-General, NTUC, said: "It is very important that we step up our efforts rather than scale back the effort because if you look at the service sector on the whole, customers will be more careful with every dollar that they spend. They will be more selective in terms of where they spend the money and what they spend it on.