"tag:customer experience" - Wheelhouse Search results

In today's tough economic climate, smart companies are trying to maximize the value from existing customers . Even in good times, acquiring new customers can cost five times more than satisfying and retaining current customers. At the same time, a two percent increase in customer retention ha...

In the era of do-not-call lists, the call center remains a unique hub where companies can interact with customers on a one-on-one basis. However, at most companies, too much emphasis has been placed on efficiency metrics like AHT (average handle time), in which agents are encouraged and rewarded ...

Make it safe for executives and employees to receive less than stellar results - as long as they diligently improve. A motto such as this one may be useful in establishing curiosity rather than fear: Good news is no news; no news is bad news; bad news is good news.3 Make it part of your culture to l...

Virgin Mobile measures call center customer satisfaction on a five-point scale and looks at the top-two box (4-5) and bottom-two box (1-2) scores, with emphasis on the latter. Dennis Weikle, Vice President of Customer Care, explains: "When customers are satisfied, that's great, and we certainly work...

Creating a superior customer experience requires that we understand the customer's point of view, states Don Peppers and Martha Rogers, Ph.D in Rules to Break and Laws to Follow. "What's it really like to be your customer? What is the day-in, day-out 'customer experience' your company is delivering?...

Customer Experience Management is a business strategy that focuses and redefines the business from the customer's view point. It is not about managing the customer but about managing the experiences that the customer has with our business. CEM must be embraced by the entire organization to be succ...