This is the last in a three-part posting that discusses ways call centres can help the business retain customers. In the first two posts, we discussed:
This is the second in a three-part posting that discusses ways call centres can help the business in retaining customers. For more information on really listening to the customer, speaking the customer’s language and offering products/services/information that the customer wants, see the first post. [Read more…]
This is the first of a three part-posting that discusses ways call centres can help your business in retaining customers.
These days, many of my clients (and in fact businesses in general) are aware of the relevance and benefits of retaining their current customers. After all, it costs 5 to 6 times more to acquire a new customer than retain an existing one! [Read more…]
A while ago, “What’s Wrong With the Net Promoter Score” by Augustine Fou was posted on ClickZ. Sure, Net Promoter Score has it’s critics but I flagged it for detailed review and response because it contained a large number errors and mis-statements that I wanted to comment upon.
As it happens, when I went back to review the article, I found lots of other people felt the same, judging by the volume of comments attached to the article.
Before I go further, I should say that I’m not a blind supporter of NPS®. I only support it because it has been shown empirically to work. I support it for the same reason that I use the telephone: I don’t know exactly how it works but it does, and I’ll continue to use it until it stops working or something better comes along.
When trying to drive improvements in your customer experience, one key is understanding exactly what drives change in the customer’s perception of their experience. Often, identifying these customer experience drivers is the role of market research. But they can also be uncovered by using customer loyalty surveys in the right way.
Once you know what drives the customer experience, you then need to understand (or at least have an idea of) the way that the driver makes changes to the customer experience. There are four basic ways that a driver will cause change in the customer experience. [Read more…]