Tag: strategy

When Planning Your Customer Retention Strategy: Think Small

When Planning Your Customer Retention Strategy: Think Small

Whether your business is B2B or B2C, the key to implementing a successful customer retention strategy is to Think Small, Think Personalized. The key is to understand that the strongest bond is between two people and people are what create a successful customer retention strategy. The other day I had a meeting with the president …Continue Reading

Benchmarking: Food & Beverage Call Centers Rate Highest In…

Benchmarking: Food & Beverage Call Centers Rate Highest In…

Based on extensive benchmarking data that we have gathered at The Center For Client Retention, Food & Beverage call centers rate higher than other industries in demonstrating appreciation to their consumers.  Other industries included in this comparative data are healthcare, beauty-care, pharmaceutical, consumer packaged goods companies and a broad category of miscellaneous industries. How much …Continue Reading

What Your Net Promoter Score Doesn’t Tell You

What Your Net Promoter Score Doesn’t Tell You

I recently had a client ask me, “Why did my Net Promoter Score stay the same while my overall satisfaction numbers went down?”  Good question.  The Net Promoter Score (NPS) is based on a simple question: How likely are you to recommend the company to a friend or colleague?  This yields an easily understandable metric …Continue Reading

Customer Service As A Competitive Differentiator

Filed in Blog, Call Centers, Customer Service, Hospitality by on January 17, 2013 0 Comments
Customer Service As A Competitive Differentiator

Customer service is the backbone, the foundation and the ultimate core of any business. Exceptional customer service skills enable a company to exceed the customer’s expectations for every interaction. In an age where client service seems to be “out of style,” it is more important than ever that company associates/sales representatives create connections that cultivate …Continue Reading

13 Tips To Becoming A Welcomer

13 Tips To Becoming A Welcomer

    To get you started in 2013, here are 13 tips to becoming a Welcomer! Don’t think of helping a customer as the end of a transaction, but as the start of a customer’s lifelong retention journey. At the very least, you should train associates that one-word answers are not acceptable. More important than …Continue Reading