Most leaders think of the contact centre as a cost line, not a retention engine. That's a mistake, every call is a chance to keep a customer or quietly lose one. Here are nine practical things contact centre teams can do today to stop churn at the source.
Using a customer's name during a transaction sounds like a corporate-training cliché. The data says it's worth nine percentage points of customer satisfaction. Here's the research, and why such a small personal touch outperforms most expensive service investments.
The quality-versus-quantity strategic debate is decades old and still doesn't have a one-size-fits-all answer. But there's one decision rule the winners all follow: pick a position and be ruthless about it. Wolters Kluwer's CX regional manager Janine Scott on why service innovation matters as much as product innovation, and how to choose between the two paths.
When the feedback is rolling in and the initiatives are being rolled out, it's tempting to think the NPS program is operating well. Cox Automotive ran 100 initiatives in 18 months and still had room to lift. Here's the 121-item attribute list of what a high-performing Net Promoter program actually does, across buy-in, operations, initiatives, retention and growth.
Small B2B businesses often assume they're too small for serious customer feedback or NPS, not enough customers, too informal a relationship. Wrong on both counts. Customer feedback scales down better than most enterprise consultants admit. Here are the four steps that make NPS work in a small or medium B2B organisation, starting with the hardest one: preparing to hear the truth.
Your inbox just delivered a stack of customer feedback — numbers, scales, paragraphs of free text, the lot. Where do you start? Qualitative or quantitative? Both have their place, and choosing wrong wastes the week. Here's the three critical differences, with examples, benefits, and where each shines.