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Customer Loyalty

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Call center agents are often the first person a customer will speak to from your company. This first impression is pivotal in customer experience and satisfaction. Happy customers are loyal customers. Loyal customers bring repeat business and spread positive reviews about your company. Conversely, unhappy clients look for alternative providers and spread negative comments about you. For too long, the role of customer support agents and call center agents has been undermined and undervalued. It is time to take an active role in training call center agents in excellent service. The Ideal Agent As with any position within a high functioning firm, it is important that you hire the right type of person for a call center job. The main things to look for in a call center agent are a person who: is fluent in the language of service, has excellent technical skills, is punctual, is flexible, able to…

We’re living in a world where consumer expectations are rising. According to a PWC study, 1 in 3 customers will switch businesses after a single negative experience. This consumer switching is estimated to cost U.S businesses about $136.8 billion per year. To keep up with the rising demand for better customer experiences, more businesses are now paying attention to customer feedback. And a useful tool used by these customer-centric organizations to collect and make sense of customer feedback is the net promoter score or NPS. In this article, we’ll explain what NPS is, how to calculate it, and how you can make the most of it improve customer experience in your business. What is NPS? The net promoter score (NPS) is a customer experience metric that measures customer loyalty and satisfaction. It’s gotten by asking customers a single question: “On a scale from 0 to 10, how likely are you…