Content about Consumer behaviour

March 15, 2012
Inspiring Brilliance in Customer Experience

Communications company Everything Everywhere initiated the “Brilliance Program,” which aimed to make it the best-loved communications brand in the industry. How would to achieve this goal? By narrowing the score variations on performance between agents, and ensuring that customers consistently walked away from every transaction feeling loved.

By Nick Lane, Director, Strategy and Planning, Everything Everywhere

February 10, 2012
Conference Highlight: The Performance Consulting Model

One way to implement nationwide training to improve customer service scores.

 

Training 2012 Conference & Expo speaker Gabriel Urrea offers a case study on improving customer service satisfaction.

Challenge: “Our customer service scores are not going in the right direction so we need nationwide training as soon as possible.”

August 2, 2010
Want Engaged Customers? Then Engage Your Employees!

In today’s challenging economy, companies must deliver a compelling and differentiated customer experience if they are to survive and thrive. Indeed, most companies understand they need to actively engage their customers to build loyalty, deepen relationships, and gain access to insights that inspire future actions.

In today’s challenging economy, companies must deliver a compelling and differentiated customer experience if they are to survive and thrive. Indeed, most companies understand they need to actively engage their customers to build loyalty, deepen relationships, and gain access to insights that inspire future actions.

April 10, 2007
Grow Your Business One Customer at a Time

Customers make your business successful. Show them you appreciate their loyalty with these helpful tips.

Customers make your business successful. Show them you appreciate their loyalty with these helpful tips.