Customer Service and Experience

Customers are the lifeblood of any business. That is why companies do as much as they can to attract new ones and at the same time retain old customers. Some encourage repeat business through strategies such as price breaks, promotions and the like. However, this doesn't guarantee long-term success.

Rewards programs have been commonly used by many companies in an effort to drive customer loyalty. Benefits of loyalty programs include increase in new customers, increase in customer spending and retention as well as shifting spending to other products. However, loyalty programs have seen a decrease in membership lately.

Cultivating customer relationships is at the very heart of every customer relationship management (CRM) system of businesses today. Rather than treat it as a service tool, it has evolved into "relationship marketing" and has become a vital part of business management.

The call center industry has evolved significantly since the 1980s. Most of the significant changes have occurred within the last decade but more drastic changes are expected to come within the next few years. To be able to know which inbound call center provider can work with a fast-paced changing industry and meet business needs and customer expectations, an awareness of these changes is needed.

Customers are the lifeblood of any business, which is why companies often focus a lot of their efforts on continuously acquiring new customers. However, they fail to realize that what matters is not so much how many new customers you acquire but how many loyal customers you keep.

Recent news show that Millenials, those who were born from 1983 to 1997, chose Amazon as its customer service champion while the Boomers, those who were born from 1946 to 1864, ranked Amazon second. This speaks volumes in terms of Amazon's scope and influence, as more consumers with spending money prefer the digital shopping experience and lean towards retailers with omni channel initiatives.

Without question, customer service is a vital component of managing a successful organization. It is directly linked to other factors that contribute to a healthy bottom line, benchmarks such as customer loyalty, brand recognition, brand promotion, customer retention, as well as the acquisition of new clients.