Customer Satisfaction Today – How Your Brand is Perceived
In a recent research report about customer satisfaction today:
The Importance of Customer Loyalty and Customer Satisfaction Today
While these percentages may seem high at first blush, they accurately represent the importance and impact of customer loyalty. As more and more consumers choose to do business via phone, chat, and websites, it seems the days of “seeing” your customer, in order to get to know them, are waning.
Greater Competition for Customer Loyalty
With more companies competing for limited dollars with decreased margins, how your customers perceive you and your relationship with them is even more critical to your call center’s value and your company’s bottom line.
A Pivotal Time In The Contact Center’s Evolution and Value
More and more, we hear about how the call center is crucial to an organization’s overall go-to-market customer service strategy. More and more, we observe how the contact center is becoming the hub of marketing intelligence. More and more, we know that the contact center touches incrementally more customers than traditional face-to-face outlets.
Contact Centers of the Past
Historically, the contact center has been used to drive down the cost of sale and to aggressively gain operational efficiencies. While these goals still remain today, we must understand that the actions that we take today will greatly impact customer loyalty, revenue, and margins. So while efficiencies and cost containment is important, smart contact center leaders also ensure that efficiencies do not negatively impact customer service, retention or loyalty.
Contact Centers Today
Today, contact centers have a golden opportunity to retain and delight those customers who may be at risk of defecting while further cementing the bonds between your company and your loyal customer base. Your actions today greatly impact where future discretionary dollars will be spent. This is true in a tough economy and it will be more applicable once the economy rebounds.
Customers Are Taking Note
Customers notice which companies “know who they are.” Customers form different bonds with companies who can express valuable knowledge and information through each interaction, be it voice, chat, or email. Each experience determines a customer’s current AND future value to the organization.
Three Types of Customer Satisfaction Today
At any given time, there are 3 types of customers:
The Bottom Line
Your goal is to have a proven game plan to:
To learn more about customer satisfaction today to drive more profitable revenue, download 3 “Must Have” Steps to Convert Customer Loyalty into Customer Revenue
Corporate Change Is Personal
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Firmware Engineering Manager
Understanding and conforming to legal compliance was very important to our company. We turned to LSA Global to provide a quality and cost effective way to ensure that we were AB 1825 compliant. Their interactive eLearning program was top-notch. It allowed our managers to learn at their own pace, and on their own time. The program was tailored to include our logo and our internal harassment policies. It was interactive and met all federal and state legal requirements. I would highly recommend LSA Global to any company looking for an efficient and effective and top quality way to train their managers to be in compliance.
Kelly Warren, SPHR
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We partnered with LSA Global to help us invest in our people in the areas of performance coaching, diversity, and inclusion. They focused on helping us succeed and were very flexible in meeting our specific needs. LSA Global exceeded my expectations from a speed, quality, and value standpoint. I would recommend LSA Global to anyone looking for a true business partner.
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Over the years, both at 3Com and now at Redback, I’ve found LSA Global to be a valuable resource. The recent compliance program that they delivered for Redback’s executive and management team was the right solution, of the highest of quality, and customized to our business and culture. I would highly recommend LSA to any company looking for top quality solutions.
Vice President of Human Resources
LSA’s approach and ability to bring the best resources to eBay has been a great asset. They really focus on helping us succeed in any way they can and are very flexible in meeting our management and talent needs.
Learning & Development
LSA’s Employee Engagement Consulting and Survey work has provided critical visibility into: how well our people are holding up under the general economic environment, as well as, the specific challenges that face biotechnology companies in their efforts to discover and develop new medicines; their level of alignment and commitment to XOMA’s Vision and mission critical strategies; how leadership practices and management systems support an environment that engender commitment, and the specific actions that our leaders can take to improve on areas that are important to our people. I highly recommend LSA’s employee engagement solutions.
Vice President, HR and IT
I highly recommend LSA Global to anyone who is looking to improve individual or organizational effectiveness through their top quality programs and broad range of expertise.
VP of Human Resources
Here’s a token of my appreciation for ALL your efforts. I’m offering my most sincere appreciation, and it extends to all the folks who made our customized management development programs possible.
Workforce Planning Bureau
We partnered with LSA to pilot a customized behavioral interviewing program to help ensure that we continue to hire the best and brightest as we continue to rapidly scale. LSA’s ability to understand our business and our unique culture combined with their desire to ensure that the best practices framework truly fits our performance environment and is highly adopted by our people is a real blessing. Most other firms want to just ‘give you training.’ Not LSA, they are focused on helping me hit our hiring forecasts and attract A players.
Director of Global Recruiting
I had been working with LSA for many years with my prior company. Currently, I’m with a company who hadn’t done much basic management skills training. After identifying and presenting a program recently, our managers are excited and talking in the halls about the great experience. LSA saves us time in delivering the right training for our needs.
Each program is preceded by an assessment of the participants. The course is then designed to fit the specific parameters and needs of the group. The highly interactive delivery is provided by recognized experts in their fields. On the spot coaching is provided during the program and each participant receives individual follow-up after the course. Courses can be delivered in-person or virtually. Given the nature of Cisco’s business and the way we operate, these remote workshops are a must for anyone who joins our company. Their work is eye opening. Great content and fantastic delivery.
Frank J. Kuypers
Business Development Manager
We engaged LSA to design and deliver a 6-month custom executive coaching program for a group of our key leaders. The focus of the program was to help a core group of senior leaders to leverage previous investments in management training, to ensure the engagement and retention of key employees, and to push critical strategic initiatives forward. Even with the high expectations of our senior people, LSA has completely exceeded our expectations. I would recommend them to anyone looking to create and implement a custom coaching methodology using proven tools to drive true change.
Senior HR Manager - Staffing, Training, & Development
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