Customer Loyalty & Brand Advocates
151 results
of 14
Contributor: call center week
Posted: 04/07/2016
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In many businesses, contact center efficiency and—surprisingly— customer satisfaction don’t directly drive customer loyalty. Customer loyalty grows instead from the totality of interactions. Check out this new infographic white paper based on a survey by Call Center IQ, commissioned by Harte Hanks.  It found that 82 percent of contact center p Full Content »
Posted: 02/11/2016

Customers don't buy a product or service in a vacuum; they buy it as part of a total experience. And, in a tough economy, buyers hold on to their money more tightly, and for longer, as they make difficult choices about if, where, and when they will spend it. As a result, when customers have a great experience, the chances of them re Full Content »
Posted: 02/11/2016

Proactive Customer Care (PCC): “A business strategy that makes consumers’, partners’, constituents’ or employees’ lives better and easier by addressing issues before a problem or need arises.” – DMG Consulting

The concept of Proactive Customer Care (PCC) is nothing new for today’s customer-focused Full Content »
Posted: 02/11/2016
It seems simple. You want to engage with visitors on your site on mobile or web - you provide them with the option to call you or message you. Your job is done, right?Not so fast. While technology, like live chat, can have a small effect on efficiency and customer satisfaction, the true value comes from creating an effective program focused on cont Full Content »
Contributor: call center week
Posted: 10/29/2014
The Real Time Engagement Center
Are you delivering the right customer service for the Now Customer?Customer care organizations must change how they operate to become much more Real-Time. They need to bring real-time interaction data and analytics into service processes and empower employees with the right insights in the moment.Discover what it takes to become a real-time engagem Full Content »
Contributor: IQPC Editorial Team
Posted: 10/19/2014
IQPC Editorial Team

We asked six leading experts from companies such as Microsoft, Clorox and 3M what strategies they’re using to get the most out of social data. They were asked questions about measuring ROI, breaking down silos, talent and brand identity. The insight they share in this report will help you yield measurable impact from your social media effor Full Content »
Contributor: call center week
Posted: 10/01/2014
eBook: The Essentials of Customer Service

16 leading customer executives who spoke at our flagship event, Call Center Week, share their essential tips on customer service, service as a competitive advantage and the future direction of customer service. See why a VP at CareerBuilder says to think about IOU, and read what first in class service means to a VP at Time Warner Cable.

Full Content »
Contributor: call center week
Posted: 10/01/2014
8 Great Customer Care Infographics

We scoured the web to find 8 great customer care infographics that are interesting, insightful, inspiring and even amusing. The infographics are in conjunction with our exclusive online case study series, the Future Contact Center Open House, taking place December 15-17. Visit the home of this complimentary online event here

This collection of Full Content »
Contributor: call center week
Posted: 02/27/2014
Top Tips for Customer Loyalty
This 17-page ebook looks at a range of hot topics from utilising social media to drive consumer engagement to five ways to maximize the customer experience. Full Content »
Contributor: Brian Cantor
Posted: 12/02/2013
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Recent experiences with Discover and HP reveal that even the warmest, most helpful interactions can turn sour if the brand attempts to skip to the finish. Full Content »
Contributor: Brian Cantor
Posted: 11/04/2013
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Suggesting the universe conspired to make me regret saying a customer’s demeanor should not impact the quality of service he receives, two of the most obnoxious, impatient, rude customers were introduced to my world Monday. Full Content »
151 results
of 14