Voice of the Customer

In the past year, I’ve been fortunate to learn from our most successful customers about the practices and programs that they put in place in order to deliver phenomenal customer service. A key cornerstone of delivering extraordinary customer service is often having a Voice of the Customer, or VoC, program in place. 

In this 2-part blog series, we’ll take tips from our customers and learn from their experience in implementing a successful VoC program.   In today’s post, let’s talk about “Keeping it Simple.”   Read more»

WHAT!?  No, you didn't read that wrong.  This is the premise behind an article in the July/August issue of Harvard Business Review.  The authors of this article argue that exceeding customer expectations has minimal impact on the customer's loyalty; instead, the true driver of loyalty is the effort it takes on the part of the customer to get their problem resolved.  They have statistics from their study to back this claim.  Of the customers that reported low effort, 94% expressed an intention to repurchase, 88% said they would increase their spending.  At the opposite end of the spectrum, 81% of the customers who had a hard time solving their problems reported an intention to spread negative word of mouth.   Read more»

A recent survey commissioned by Teleperformance and conducted by YouGov shed some insight into the importance that the contact center plays in the financial performance and growth of its parent company. According to the survey:

• 51% of people said the main reason for their dissatisfaction with a company is poor customer service or a bad contact center experience.
• More importantly, 68% of consumers would take their business elsewhere after one bad customer service call.