The Harvard Business Review recently published an article on the connection between customer service performance and customer loyalty. Enkata, a leading provider of Workforce Optimization solutions, is pleased to provide you a copy of the article reprint with their permission.
Enkata found the article insightful in its recommendations to improve customer loyalty by reducing the amount of effort required on the part of the customer to resolve service issues. More importantly, as an analytics company, we agree with the authors’ position on how best to measure customer effort by tracking and correlating call reasons, repeat calls, and specific call timeframes. This approach is in fact at the core of Enkata’s Performance Management and FCR solutions.
The article describes five loyalty-building tactics that every company should adopt:
• Reduce the need for repeat calls by anticipating and dealing with related downstream issues
• Arm reps to address the emotional side of customer interactions
• Minimize the need for customers to switch service channels
• Elicit and use feedback from disgruntled or struggling customers
• and focus on problem solving, not speed.
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