Remorse Returns Repost October 1, 2010
Posted by OnProcess Technology in Customer Care, Customer Experience Management, Customer Understanding Research, OnProcess.Tags: customer education, customer touchpoints, reducing remorse returns
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We recently realized that, in our haste to multi-task, we posted a presentation about Remorse Returns without a valid link.
That has since been corrected, and here’s the original post – albeit too late to be in context for the August “tax-free weekend” in Massachusetts.
Nonetheless, for Retailers, Wireless providers, Broadband providers, or any business that offers complex devices with (or without) subsequent subscription activations, you’ll want to spend the five minutes or so on the presentation.
Bringing Your Customer Experience Wish List to Life March 12, 2009
Posted by OnProcess Technology in Asset Retrieval, Customer Experience Management, Customer Understanding Research, OnProcess, Warranty Management.Tags: call center, CE360, customer experience improvement, Customer Experience Management, customer experience measurement, customer experience survey, customer touchpoints, data-driven insights, maximize customer satisfaction, optimize investment in customer satisfaction, recommender score, warranty replacement programs
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Wouldn’t it be great if you could know for certain which of your customer touchpoints are the ones that are key drivers of their satisfaction with you?
Wouldn’t it be fantastic to be able to focus investment in those particular areas that your customers care about most, and not waste time and expense on those that don’t affect their satisfaction?
If you could identify the critical factors that drive the highest levels of customer satisfaction and recommendations, how much would that be worth to you?
Do you think it would be valuable to know what levels of customer satisfaction are adequate to retain the most customers, and what levels are most likely to drive defection, and to have that information in an intuitive visual format?
Like, uh, for example, this one?
In your warranty replacement programs, for example, would you like to be able to optimize shipping methods and shipping charge assessments to provide the highest levels of customer satisfaction AS WELL AS minimize shipping cost exposure?
You probably know where this is going, don’t you?
Yeah, you guessed it. Our clients get this kind of thing now. From OnProcess Technology’s CE360™.
Not just a call center, or a survey company, or a software company.
A total solution that provides program design and execution, answers, data-driven insights, huge cost savings, and differentiation on service, instead of price.
Let us know if you’d like to talk.
–sk
You’re only as good as your people. And processes. September 4, 2008
Posted by OnProcess Technology in Customer Experience Management, OnProcess.Tags: customer experience assessment, customer touchpoints, measure customer satisfaction, service quality, Steve Kirstein
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In businesses with many customer touchpoints, each of those touchpoints is both a threat and an opportunity. Huge companies with thousands of employees and hundreds of thousands of customers can spend literally millions of dollars on advertising for branding, new customer development and upsell. Yet, one bad customer interaction can sour the whole works. Multiply that by the number of these bad interactions and the opportunity cost is massive.
What makes this worse is that most companies don’t know where their touchpoints are going wrong. Feedback mechanisms are complicated and often don’t provide an accurate or complete picture. And for every customer that complains, there are likely a dozen (or more) who don’t.
Does your company know how well its customer interactions are received? You train and you train, but are there gaps in some areas? Do you depend on automated customer surveys to determine satisfaction levels?
We’re glad to learn what methods you are using to gauge the success of your customer touchpoints. We’ll also be sharing some high-level insights gleaned from our data-driven analyses with our many client companies. Stay tuned, and let’s hear from you.
–sk
