Tag: ROI

Is Good Customer Service Really a Good Investment?

Filed in Blog, Customer Service, Hospitality by on July 19, 2013 0 Comments
Is Good Customer Service Really a Good Investment?

MSN Money recently published an on-line article highlighting those companies who were named to their Customer Service Hall of Fame. The research establishing these ratings clearly suggests that investing in customer service does pay off. Too frequently customer service efforts fall into the category of fire-fighting instead of fire-prevention. When companies consistently trim those programs …Continue Reading

Cost Cutting Can Be A Leading Indicator of Unhappy Customers

Filed in Blog, Customer Service by on October 31, 2012 0 Comments
Cost Cutting Can Be A Leading Indicator of Unhappy Customers

Many years ago, before I started my own business, I worked for a Fortune 100 company.  I had started as an account executive, ran a large contact center, was promoted to General Manager, and subsequently to VP of Customer Service and Client Retention. I learned many things over the years, but one of my most …Continue Reading

How Much Is A Good Customer Service Representative Worth?

Filed in Blog, Customer Service, Hospitality by on September 26, 2012 0 Comments
How Much Is A Good Customer Service Representative Worth?

October 1st through the 5th is National Customer Service Week. It was established by the International Customer Service Association (ICSA) in 1984 and proclaimed a national event by the U.S. Congress in 1992 John Kressaty, ICSA Past President says, “There are two main purposes of National Customer Service Week. It lets you recognize the job …Continue Reading

5 Ways To Build Loyalty Via Your E-Commerce Site

Filed in Blog, Personalizing Service by on July 25, 2012 0 Comments
5 Ways To Build Loyalty Via Your E-Commerce Site

Most businesses understand the importance of creating and nurturing customer relationships to build loyalty. Many companies do an effective job of establishing rapport and making customers feel welcomed during face-to-face and telephone interactions. But, when it comes to e-commerce and online shopping, the vast majority of companies just go through the motions of completing the …Continue Reading

Do you know how to calculate your Contact Center’s ROI?

Filed in Blog by on June 6, 2012 0 Comments
Do you know how to calculate your Contact Center’s ROI?

Too many contact centers are considered ‘Cost Centers’ and the majority of senior executives don’t understand the value of these departments that serve their customers. Every department has a value; managers of contact centers need to be able to document and demonstrate their worth. What are the four primary components of an ROI formula to …Continue Reading