The New Rules of Customer Loyalty: Timing is Everything
How Emotions, Rational Thought, and Shared Values Each Drive Loyalty at Different Stages in the Customer Lifecycle In an ambitious new research study, Deloitte took a deep dive into the value of “emotion-driven engagement.” They went super deep, conducting an...3 Ways Outsourcing Can Transform Your Call Center and Grow Your Business
For most businesses, the customer service function is something that evolves over time. When your business was just taking off, odds are that everyone was the customer care department. When a customer had a need, question, complaint, or suggestion, whoever got the...Here’s What Happens When New Customer Acquisition Overshadows Customer Loyalty
According to a recent study, American companies are in the middle of a $136 billion “switching epidemic,” with consumers dumping their current service providers at a growing rate. That’s great news for you… if you’re a leader in customer experience. If you’ve taken...Customer Journey Mapping Helps Prioritize Inbound Customer Care
Back in the 1990’s, most businesses saw – and operated – their inbound call centers as little more than an expense. A call center’s performance was measured by how cheaply it could be run. The calls with customers were, in turn, measured with a conveyor-belt...Follow Us
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