Voice of the Customer - Call Center ROI

Innovation part V: Foster a culture of innovation

Rick Emery — Wed, 01 Sep 2010 14:07:00 GMT

Adapting, innovating, and growing your business through aggressive innovation is a clear requirement for any successful executive these days. While not the only source for great ideas, Customer Intelligence is clearly an excellent tool in your innovation arsenal, both as a source for ideas and as part of implementing any new idea. In this final posting, we provide both general strategies and 5 specific steps you can use to create an innovative organization.

How do I sell a customer feedback program to the CFO ... Another ROI Example

Rick Emery — Fri, 06 Aug 2010 13:29:00 GMT

Convincing the executive suite to embrace a feedback program can be easier when you have a reasonable ROI assumption targeted at very specific goals and objectives. Here is an example of how you might position the advantages of embracing a post-service, transactional survey to improve customer satisfaction and loyalty ...

How do I sell a customer feedback program to the CFO ... ROI Example

Rick Emery — Thu, 05 Aug 2010 17:59:00 GMT

How do I sell a customer feedback program ... to the CFO?

Rick Emery — Wed, 04 Aug 2010 09:40:00 GMT

Sometimes the CFO gets a bad reputation among operational managers who want to implement new plans, buy new technologies, keep up with the latest trends. The CFO has the unpleasant task of asking uncomfortable questions. Like: “Why?” or “What is the ultimate benefit?” or “Could we do the same thing cheaper?”.

The truth is, your CFO – probably – doesn’t enjoy being the obstacle through which all business decisions must pass. But that is his or her role. So, don’t fight it. Use it. Roll with it.

Help the CFO to do his job.

It’s all about the people … I

Rick Emery — Thu, 15 Jul 2010 16:31:00 GMT

A B2B software and services company with more than 450 CSRs was looking to standardize the service experience, making it more consistent across all agents. When reviewing C-SAT results by supervisor, the Director of Customer Service was not surprised to note that the supervisors she considered to be rising stars in her department tended to have teams with higher-than-average C-SAT scores.

What caught her attention, however, was ...