Comments on: Top tips for customer retention http://www.callcentrehelper.com/top-tips-for-customer-retention-2840.htm The UK's most popular call centre magazine Fri, 10 Feb 2012 18:45:46 +0000 http://wordpress.org/?v=2.9.2 hourly 1 By: Jake Thomas http://www.callcentrehelper.com/top-tips-for-customer-retention-2840.htm/comment-page-1#comment-29741 Jake Thomas Fri, 30 Jul 2010 03:42:08 +0000 http://www.callcentrehelper.com/top-tips-for-customer-retention-2840.htm#comment-29741 I especially like number number 8: "Anything else we can do?" It lets your customers know you care. I especially like number number 8: “Anything else we can do?” It lets your customers know you care.

]]> By: Ryan http://www.callcentrehelper.com/top-tips-for-customer-retention-2840.htm/comment-page-1#comment-29256 Ryan Thu, 08 Apr 2010 22:12:45 +0000 http://www.callcentrehelper.com/top-tips-for-customer-retention-2840.htm#comment-29256 If you ask call center professionals what their call center's main purpose is, you hear answers such as to service customers, to resolve their calls, to operate in an effective and efficient manner, to service and sell to customers, to create customer loyalty to the organization and to help bring in new customers to the organization. These are all good purposes however, the call center's main purpose is to retain customers in order to maximize and protect the organization's greatest asset - its customers. In other words, it is the call center's responsibility to retain customers so they do not defect to the organization's competition as a result of their call center experience, rather than the call center creating customer loyalty for the organization. If you ask call center professionals what their call center’s main purpose is, you hear answers such as to service customers, to resolve their calls, to operate in an effective and efficient manner, to service and sell to customers, to create customer loyalty to the organization and to help bring in new customers to the organization. These are all good purposes however, the call center’s main purpose is to retain customers in order to maximize and protect the organization’s greatest asset – its customers. In other words, it is the call center’s responsibility to retain customers so they do not defect to the organization’s competition as a result of their call center experience, rather than the call center creating customer loyalty for the organization.

]]> By: How to retain customers? A list of online resources | Laurent Christoph http://www.callcentrehelper.com/top-tips-for-customer-retention-2840.htm/comment-page-1#comment-28516 How to retain customers? A list of online resources | Laurent Christoph Tue, 27 Oct 2009 12:55:14 +0000 http://www.callcentrehelper.com/top-tips-for-customer-retention-2840.htm#comment-28516 [...] Top tips for customers retention: 14 tips in total [...] [...] Top tips for customers retention: 14 tips in total [...]

]]> By: Top tips for customer retention | Industry News http://www.callcentrehelper.com/top-tips-for-customer-retention-2840.htm/comment-page-1#comment-21898 Top tips for customer retention | Industry News Thu, 02 Jul 2009 20:50:18 +0000 http://www.callcentrehelper.com/top-tips-for-customer-retention-2840.htm#comment-21898 [...] Read Full Article var addthis_pub = ''; var addthis_language = 'en';var addthis_options = 'email, favorites, digg, delicious, myspace, google, facebook, reddit, live, more'; [...] [...] Read Full Article var addthis_pub = ”; var addthis_language = ‘en’;var addthis_options = ‘email, favorites, digg, delicious, myspace, google, facebook, reddit, live, more’; [...]

]]> By: Gary May http://www.callcentrehelper.com/top-tips-for-customer-retention-2840.htm/comment-page-1#comment-12724 Gary May Fri, 10 Apr 2009 06:17:14 +0000 http://www.callcentrehelper.com/top-tips-for-customer-retention-2840.htm#comment-12724 A lot of great points above and something that I feel very strongly about. I always ask companies I work with this same question. Are You Selling or Seducing? Naturally, in your personal life, if you knew that your partner was on the phone right now having a conversation with someone who was flirting with them or pleading with them to leave you and run off with them then would you still be reading this? I’m sure that like me your answer would be a resounding NO! You’d be off back home wanting to know who was trying to seduce your loved one and quite rightly so. What if we look at the question in exactly the same way but replacing your loved one with the names of your customers. Is the answer still the same? If it isn’t then it ought to be! Your customers ARE being seduced and flirted with every day by competitors trying to prise them away yet how many times do you acknowledge it let alone do something about it? We all know that once the romance and seduction has been forgotten in a relationship then the attraction wanes and there is a temptation for the other party to look elsewhere? Gary May - Author of SELLING: Powerful New Strategies for Sales Success A lot of great points above and something that I feel very strongly about.

I always ask companies I work with this same question.

Are You Selling or Seducing?

Naturally, in your personal life, if you knew that your partner was on the phone right now having a conversation with someone who was flirting with them or pleading with them to leave you and run off with them then would you still be reading this?

I’m sure that like me your answer would be a resounding NO! You’d be off back home wanting to know who was trying to seduce your loved one and quite rightly so.

What if we look at the question in exactly the same way but replacing your loved one with the names of your customers. Is the answer still the same? If it isn’t then it ought to be!

Your customers ARE being seduced and flirted with every day by competitors trying to prise them away yet how many times do you acknowledge it let alone do something about it?

We all know that once the romance and seduction has been forgotten in a relationship then the attraction wanes and there is a temptation for the other party to look elsewhere?

Gary May – Author of SELLING: Powerful New Strategies for Sales Success

]]> By: Pádraig http://www.callcentrehelper.com/top-tips-for-customer-retention-2840.htm/comment-page-1#comment-12624 Pádraig Thu, 09 Apr 2009 07:36:43 +0000 http://www.callcentrehelper.com/top-tips-for-customer-retention-2840.htm#comment-12624 Adopt a strategy of 'proactive retention'. You can only do this by fully understanding your data and hence the behaviour of your customers. To do this , you need to employ data analytics services. Pádraig. Adopt a strategy of ‘proactive retention’. You can only do this by fully understanding your data and hence the behaviour of your customers. To do this , you need to employ data analytics services.

Pádraig.

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