Unsuccessful people are always asking, 'What's in it for me?'" – Brian Tracy, Author and Motivational SpeakerĨ. "Successful people are always looking for opportunities to help others. "There is a spiritual aspect to our lives - when we give, we receive - when a business does something good for somebody, that somebody feels good about them!" – Ben Cohen, Co-Founder Ben & Jerry'sħ. "To give without any reward, or any notice, has a special quality of its own." – Anne Morrow Lindeberg, Author and AviatorĦ. "To keep a customer demands as much skill as to win one." – American Proverbĥ. "Strive not to be a success, but rather to be of value." – Albert EinsteinĤ. That is why Golden Rule behavior is embraced by most of the winning companies." – Colleen Barrett, Southwest Airlines President Emeritaģ. "To earn the respect (and eventually love) of your customers, you first have to respect those customers. They conclude that we are reaching a tipping point that may presage the end of the telephone as the main channel for service interactions-and that managers therefore have an opportunity to rebuild their service organizations and put reducing customer effort firmly at the core, where it belongs.101 inspirational customer service quotesĢ. And they make available to readers a related diagnostic tool, the Customer Effort Audit. The authors also introduce the Customer Effort Score and show that it is a better predictor of loyalty than customer satisfaction measures or the Net Promoter Score. The Corporate Executive Board’s Dixon and colleagues describe five loyalty-building tactics that every company should adopt: Reduce the need for repeat calls by anticipating and dealing with related downstream issues arm reps to address the emotional side of customer interactions minimize the need for customers to switch service channels elicit and use feedback from disgruntled or struggling customers and focus on problem solving, not speed. But a study of more than 75,000 people interacting with contact-center representatives or using self-service channels found that over-the-top efforts make little difference: All customers really want is a simple, quick solution to their problem. The notion that companies must go above and beyond in their customer service activities is so entrenched that managers rarely examine it.
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