Satmetrix's Net Promoter Score has always brought about some interesting debates: Should organizations tie compensation to their? What is the ideal score to strive for? And should it be the single predictor of a company's growth? At the company's Net Promoter 2.0 conference held today and tomorrow in San Francisco, it seems like pundits may have a new discussion in which to participate.
Continue reading "NPS Is a Journey in Customer Experience" »
Sure, most every company would like to handle customer service themselves. For some, let's just say, it's not their core competency. These companies look to outsourcers for assistance--but can you really outsource customer experience? Not if you think of it as getting the lowest price for cheeks in seats.
Customers are communicating with their favorite brands in an ever-increasing number of ways; along with phone calls and emails, today's customers are increasingly using social media channels not only to follow and interact with companies they're interested in, but also to share their experiences with these organizations.
Continue reading "Dell's Three-Pronged Approach to Social Media" »
Unless you have fresh ingredients, following a great recipe will not lead to a delicious meal. It doesn't matter which Michelin-starred chef penned the recipe or how well you follow it, the stars of the show are the ingredients, and they can make or break your dinner.
Similarly, the stars in any company are employees, making hiring the right people and giving them the needed training, as well as constant retraining, an essential factor in creating a fantastic customer experience. This was a recurring theme during the second day of the IQPC's Call Center Week Summit, with experts underlining the need to invest in this precious resource--their workers.
Continue reading "Hiring the Right Call Center Agents Essential for Customer Satisfaction" »
When Susan Boyle walked on the stage of Britain's Got Talent in 2009, both Simon Cowell and Piers Morgan gave the 47-year-old unemployed woman skeptical looks. She expressed her wish to become a professional singer, but had never been given the chance to make her dream come true. And from Cowell and Morgan's facial expression, they didn't seem to believe that her luck was about to change.
Continue reading "Keep Customers at the Core of Decision-Making" »
