Comments on: Ten Service Myths http://www.destinationcrmblog.com/2009/03/31/ten-service-myths/ A blog from the editors of CRM magazine Thu, 12 Aug 2010 19:17:25 +0000 http://wordpress.org/?v=2.9.2 hourly 1 By: Jason Fernandes http://www.destinationcrmblog.com/2009/03/31/ten-service-myths/comment-page-1/#comment-989 Jason Fernandes Tue, 14 Apr 2009 06:49:23 +0000 http://www.destinationcrmblog.com/?p=1345#comment-989 Customer loyalty is such an overused term today. Every brand wants it and the common thinking seems to be to just launch a card based loyalty program to buy customer loyalty. In fact recent reports from Forrester find an increasing emphasis on customer experience and a payoff in terms of customer retention. It is of course much harder to truly create a strong customer experience. Inadvertently companies make it more difficult for customers to engage and do business with them. How often in a bank, the relationship manager does not have a single view of all your financial investments with the same bank!! But make no mistake about it, building a superior customer experience is a difficult task and often “silo” based organization structures come in the way. Customer loyalty is such an overused term today. Every brand wants it and the common thinking seems to be to just launch a card based loyalty program to buy customer loyalty. In fact recent reports from Forrester find an increasing emphasis on customer experience and a payoff in terms of customer retention. It is of course much harder to truly create a strong customer experience. Inadvertently companies make it more difficult for customers to engage and do business with them. How often in a bank, the relationship manager does not have a single view of all your financial investments with the same bank!! But make no mistake about it, building a superior customer experience is a difficult task and often “silo” based organization structures come in the way.

]]> By: Anh http://www.destinationcrmblog.com/2009/03/31/ten-service-myths/comment-page-1/#comment-944 Anh Fri, 03 Apr 2009 13:57:14 +0000 http://www.destinationcrmblog.com/?p=1345#comment-944 We strive to answer the phone as quickly as possible, but there is always someone that think we were not quick enough. We have been using online chats to help more customers simultaneously. It has helped tremendously with the average hold time for clients calling in, and improve customers' satisfaction with the faster response time. I wouldn't say that this alone is the key to success because this is only one facet of interactions with the customers. Great customer experience is a company culture where every employee is on the same page and provide a great and consistent experience for customers. We strive to answer the phone as quickly as possible, but there is always someone that think we were not quick enough. We have been using online chats to help more customers simultaneously. It has helped tremendously with the average hold time for clients calling in, and improve customers’ satisfaction with the faster response time. I wouldn’t say that this alone is the key to success because this is only one facet of interactions with the customers. Great customer experience is a company culture where every employee is on the same page and provide a great and consistent experience for customers.

]]> By: Jason Price http://www.destinationcrmblog.com/2009/03/31/ten-service-myths/comment-page-1/#comment-942 Jason Price Fri, 03 Apr 2009 11:04:20 +0000 http://www.destinationcrmblog.com/?p=1345#comment-942 When your customers trust you, they will reward you with their loyalty. I watched all 10 of them and got some great tips. Jason Price When your customers trust you, they will reward you with their loyalty.
I watched all 10 of them and got some great tips.

Jason Price

]]> By: 12Sided, The Blog » Ten Service Myths http://www.destinationcrmblog.com/2009/03/31/ten-service-myths/comment-page-1/#comment-935 12Sided, The Blog » Ten Service Myths Wed, 01 Apr 2009 14:55:20 +0000 http://www.destinationcrmblog.com/?p=1345#comment-935 [...] Another useful post from Destination CRM Blog. The 10 points detailed have me thinking and will work some examples and lessons of these for the rest of this week. [...] [...] Another useful post from Destination CRM Blog. The 10 points detailed have me thinking and will work some examples and lessons of these for the rest of this week. [...]

]]>