Archive by Author
Top Ten Customer Engagement Tips for 2011
December 07, 2010
By Mike Cholak
What we’ve learned about delivering a superior customer experience in the past year is well worth building upon in the coming year. Here are ten tips gleaned from our proprietary research on the customer experience, and our customer management work with Fortune 500 companies in the communications, technology, banking and financial services, retail [...]
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Economy Got You Down? Call Super Customers to the Rescue!
November 04, 2010
by Mike Cholak
As intense competition and the ongoing economic downturn continue to make customers more finicky, sales resistant, and prone to defect, businesses can rightly ask: Whatever happened to customer loyalty? The answer: Customer loyalty is still alive and well, just not in the same old places. Today, companies that want allegiance must look for [...]
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Improve Agent Satisfaction to Raise Customer Loyalty and Company Profitability
October 04, 2010
by Mike Cholak
Since Harvard researchers first wrote about “The Service Profit Chain” in 1994, much additional research has established the connection between employee satisfaction, customer satisfaction, and company profitability. Convergys proprietary research in 2010 on the customer experience reinforces this. Our research cites a strong relationship between employee loyalty at the agent level and a [...]
