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In this recession-driven environment, companies are clamoring to increase revenue and save costs; customer retention has never been more important.  Oddly enough, most organizations spend more on marketing to gain customers rather than to retain them.  A published study by the American Society of Quality Control asked the question “Why do customers leave companies?”  Sixty-eight percent of the respondents answered the question with the following “because of the company’s indifferent attitude to the customer.”  So how can organizations change this apathetic attitude and improve customer retention? The white paper “How to Improve Customer Retention by Building Emotionally Engaging Customer Experiences“explores building an emotional connection with your customers to not only retain them, but have them become customer advocates, recommending and staying loyal to the organization.

In the webinar entitled “How to Improve Customer Retention by Building Emotionally Engaging Customer Experiences,” Colin Shaw – international bestselling author and customer experience guru, demonstrated how organizations can focus on the areas of a customer experience that provide the greatest value and enable them to use their resources to the greatest effect. He also introduced the new area of the ‘subconscious experience’ that drives customer behavior and how the understanding of this experience can save costs. 

If you missed the webinar, the recorded version is available here. Share your thoughts and continue the discussion here.

A copy of this presentation is available in our SlideShare profile.

Download this white paper to discover how to not only retain customers, but have your customers become advocates for you, recommend you and stay loyal to you.

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Those who manage people know that it is often challenging to provide ‘constructive criticism’ or feedback without causing their employees to become defensive. All too often human nature and an instinctive need to defend ourselves takes over, resulting in resentment or resistance to suggestions for change.

This webinar features Rich Gallagher - Author of What to Say to a Porcupine & How to Tell Anyone Anything: Breakthrough Techniques for Handling Difficult Conversations a Work – exploring a fresh new approach to coaching customer service professionals. An approach based on recent developments in the psychology of how we communicate with each other focusing on strength-based coaching versus deficit-based coaching.

Rich told our audience:

• Avoid the mistake of focusing on what’s wrong and transform interactions that might become verbal tugs-of-war into collaborative problem-solving sessions
• How a painless, blame-free approach for coaching can create real performance and behavior change

If you missed the webinar, the recorded version is available here. Share your thoughts and continue the discussion here.

A copy of this presentation is available in our SlideShare profile. 

** Take a look at the How to Tell Anyone Anything White Paper – No registration required.

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With the downturn in the economy, should companies be spending on Customer Service? Unequivocally, yes. It’s the number one initiative that directly affects a company’s most valuable asset: customers.

What should companies invest in? Customer Service Social Media – It reduces operational costs and improves first call resolution, customer loyalty as well as provides a host of other benefits to marketing, sales, product development, and other critical departments. Companies that want to transform their relationships with customers need to move Social Media to the top of their priority list. It should be the number one customer service initiative in 2009.

The webinar provided the basis for developing an ROI for social media and the customer service center. If you missed the webinar, the recorded version is available here. Continue the webinar discussion here.

A copy of this presentation is available in our SlideShare profile.