The harsh reality of the customer service world is that customer service teams tend to do more harm than good. Research by the authors of “The Effortless Experience” shows that any customer service interaction is four times more likely to drive disloyalty than to drive loyalty. If you want to fully understand customer loyalty, one question you really need to consider: What kinds of experiences have the biggest impact — both positive and negative?
Streamlining the customer experience should be a goal in contact centers in order to help ensure that customers are consistently satisfied with their interactions. This should including making the interactions with the contact center simpler and more effective, which should help lead to higher customer satisfaction and ideally, higher customer retention.
Despite a 203,000 increase in the overall number of jobs added to the U.S. economy in November, an analysis of hiring by two independent groups shows decreasing demand for IT pros. That trend has become apparent over the last several months.
Five Ways to Learn Nothing from Your Customers’ Feedback
If I were writing a “how-not-to” manual for customer feedback — a manual that would guarantee your feedback system taught your employees nothing about how to delight customers and earn their loyalty — here are the five rules it might include.
Economic conditions are slowly improving, but the pressure for relentless efficiency and risk management is expected to continue even as CIOs make their businesses faster and better. Vendors and analysts, meanwhile, are asking the CIO to lead the charge on social, mobile, analytics and cloud implementation. It is against this backdrop that CEB developed our 2014 agenda for the CIO. The underlying theme of the 2014 CIO agenda is blurring perimeters – both inside the IT function, and between IT and its business partners, employees and customers.