Calculating Customer Attrition Due to Poor Service
Poor customer service negatively impacts how your customers behave, in some cases causing customer attrition. A study from Accenture found that of those reporting the bad experience, 97% changed their future buying decisions, 58% stopped buying, 52% switched, and 52%...
Customer Advocacy: Internal or External…or Both?
In recent years, customer advocacy has been a hot topic in marketing and customer service circles. But if you do a search on the term, you’ll find two very different definitions. One is an internal perspective: focusing the organization on what’s best for customers,...
The Power of One in a Contact Center
The power of one is among the most important principles for any contact center agent to understand. Every individual makes a significant impact on customer wait times and agent occupancy – even in large centers. Share this video from my LinkedIn Learning course...
Eliminate 5 Damaging Customer Service Frustrations
When my iPhone battery life began to diminish, I searched for “Apple support phone number.” While Apple doesn’t hide their phone number, I scrolled down the page to see what other options were available. It was a Monday morning, and I knew they would be busy. I...