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Contributed Articles

Avoid Customer Churn with These 5 Risks

If you lose a customer due to price or other circumstances beyond your control, then fine. However, losing a customer because he or she felt unappreciated or underserved is inexcusable. It indicates serious flaws in your internal business processes that can lead to additional losses. Fortunately, there are concrete things you can do to avoid “customer churn”—so long as you’re willing to face your unwillingness to invite them within arm’s length and accept the risk of getting closer to your customers.
[Full Article]   Dec-08-2013

 

Soft Skills Produce Hard, Bottom Line Results

Soft skills are the only real competitive advantage that we have in today’s competitive environment. This economy is not down; it has changed, radically different, and it is never going back to the way it was. If you want to succeed in the trust and value economy, then you need to invest in getting yourself, your team and your entire organization up to date on soft skills. So, what are the top “must have soft skills” for the trust and value economy?
[Full Article]   Dec-08-2013

 

Are You Doing a Good Job Managing Your Customer Service Progression?

Often times we let how busy we are hamper our ability to effectively recruit and develop our staff on the front line of the customer experience. But no matter how busy you are, if you want to deliver best in class customer service and remain the best in your class, you must reach a certain point where you make the time to reflect on the work you and your team perform, and whether it’s possible to do it better.
[Full Article]   Dec-08-2013

 

How To Create Customers For Life

Before I give you my one simple rule for creating customers for life, let’s take a quick step back and review why customer service creates customer retention (which in turn creates greater profits.) If you can turn a one time buyer into a life-time customer, six things happen and all of them are good.
[Full Article]   Dec-08-2013

 

Call Center Lessons Learned

Successful call center operations can make or break your business. Getting your processes and integration standards right are critical to keeping it all running smoothly.
[Full Article]   Dec-01-2013

 

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