Since retaining customers is anywhere from 5x to 10x more cost-effective than acquiring new customers, your business ought to start thinking about customer retention as a full time job. In a previous post I remarked about companies that view customer
(This post originally appeared in Oracle’s SmarterCX.) For nearly three decades companies have held a common belief that “recovering” after delivering a poor experience earns stronger customer loyalty than if a company delivered an excellent experience in the first place.
Like many people who follow college basketball (and who doesn’t during March Madness?), you may have seen footage of Tom Izzo giving one of his Michigan State players an earful. The simple question is: does yelling work? Does that approach
Recent studies show compelling evidence that US customer service centers are moving their employees north. The reason may surprise you. It turns out that service representatives treat people better when they are cooler. But when employees are warmer, for example