- Our Team
September 20, 2022
How do you maintain customer loyalty? For businesses, the question involves when, how and how often to interact with customers.
According to the Harvard Business Review, the Customer Contact Council, a division of the Corporate Executive Board, conducted a study of more than 75,000 people who had interacted over the phone with contact-center representatives or through self-service channels such as the web, voice prompts, chat and e-mail. The survey asked these three questions:
The results of the survey reveal that making things easier for the customer helps mitigate customer disloyalty. The top issues customers reported are:
And it does not stop there. There is a ripple effect: Forty-eight percent of customers who had negative customer service experiences told 10 or more people, while only 25% of customers are likely to say something positive about their experience.
What can companies do?
Here are three ways companies can bolster their customer service efforts:
January 25, 2023
Even if your business has only a few employees, you may be considering outsourcing your payroll processing to a specialist. What can a payroll processing service do for you? No matter whether you outsource or not, you are still legally responsible for tax and other compliance issues. However, by hiring a qualified service provider, you’ll […]
December 27, 2022
Bonuses, frequently given at the end of the year, are a popular “thank you” for a job well done, and smart business owners know they can build loyalty, helping retain the most productive employees. However, both owners and employees often misunderstand how taxes work with bonuses, leading to confusion and frustration. Fortunately, with some education […]