Retaining customers especially in challenging economic times requires understanding the difference between satisfaction and loyalty and how a contact center experience can influence these perceptions.
A significant percentage of customers actually consider their interaction with the contact center more important than any other experience they may have with a company throughout the entire life cycle of their relationship.
How will you know if your contact center is tipping the scale in favor of excellence and retention, or poor performance and loss to a competitor? This White Paper examines methodology for efficiently capturing the Voice of your Customer as a foundation for encouraging loyalty. Topics covered include:
· Why standards like “good” and “satisfied” just don’t cut it
· The pros and cons of various customer satisfaction survey methodologies
· Technology and techniques for gathering detail from callers without agent assistance
· Effectiveness of post call surveys
· How to apply “voice of the customer” detail to drive loyalty