Afgelopen zaterdag herinnerde Youp van 't Hek ons er weer eens aan dat het goed hommeles is met de klantenservice van een grote telecom operator (bedrijf T), iets wat iedereen al wist maar waar ieder normaal mens zich al lang bij neergelegd heeft.
Zo niet Youp. Nadat hij 40.000 Twitter volgers had laten smullen van zijn klantenservice ervaring brak de pleures uit op het hoofdkantoor van deze telecom operator.
Monday, October 25, 2010
Wednesday, October 20, 2010
Customer Process Management is a practical management approach which aims to handle, manage and continuously improve customer contact processes and its internal workflows. Its goal is to increase customer satisfaction, retention, productivity and operating profits. It also contributes greatly to employee satisfaction. CPM is about unlocking all relevant customer information and integrally present it to your CSRs. And CPM is all about defining procedures and capture these procedures into processes.
Thursday, October 14, 2010
Customer experiences have a massive impact on companies performance as a whole. Research by Ogilvy indicates that companies that delivered "wow" experiences, because of the great product and experience they offered, scored higher on retention ratios, 84% vs. 30% and cross-sell ratios, 82% vs. 16%, compared with companies that did not. Just take a look at brands like Zappos, Virgin, Apple and Amazon. It seems that they found their way in it. Curious about how to create the "wow" experience yourself?
Thursday, October 7, 2010
Increasing customer loyalty and decreasing their efforts it no rocket science. In fact, a lot of issues are already known, a lot of software applications and databases have already been installed, most reps have been trained properly and internal processes and procedures have been defined. And yet customers are unsatisfied and disloyal. So, how do you stop that? You could try to analyze the their frustrations. Customers can tell you what's wrong. Then define new, low effort, customer service processes and get some easy to use software which makes it easy for your organization to properly handle a call, integrally present relevant customer information, start up workflows in which customer information can be edited.