A 5% increase in customer loyalty can boost profits by as much as 85%. In contrast, poor customer service has a negative impact on revenue, margins, and brands.
I recently spent 45 agonizing minutes on the phone with the local cable provider I have had for over 15 years. After not getting my problem solved, receiving conflicting answers, and getting transferred multiple times, I switched to a new provider. One bad interaction with unskilled call center representative destroyed a 15-year relationship.
When Harvard Business Review asked consumers what dimensions of customer service they would most like to see companies measure, the highest number (65%) said "knowledgeable employees." Consumers defined these desirable employees as being able to "answer my questions without putting me on hold, searching for someone, or transferring me."
LSA Global helps leading customer service organizations and contact centers to:
- Improve customer service product knowledge management
- Resolve service calls the 1st time
- Improve customer satisfaction, customer loyalty, and customer retention
- Increase contact center cross-selling and up-selling skills
- Clearly differentiate products and/or brands
- Capture the voice of the customer to improve customer interactions
- Balance quality and quantity customer service measurement
- Assess the culture to diagnose service performance gaps
- Test, interview, on-board, and customer service coaching and mentoring
Read the Intuit Case Study on increasing revenue and customer loyalty...
About LSA Global
Founded in 1995, LSA Global is a leading performance consulting and training firm that helps high growth technology, services, and life-science companies create a competitive advantage by powerfully aligning their culture and talent with their strategy. Learn more about getting aligned
The call center is one of the most important alternative channels for delivering products and services.
Call center representatives are the first, and sometimes the only, employees whom current and potential customers ever encounter.
Whether existing customers call regarding their accounts or prospects shop for information, call center representatives must provide excellent service and professional, needs-based inbound selling and outbound selling.
To truly improve call center performance and execute the contact center strategy requires of a mix of approaches, solutions, and modalities must be implemented in a way that works for each client.
Learn how to expand a call center reps role to increase sales...
How coaching increases, sustains, and continuously improves rep performance...
About LSA Global
Founded in 1995, LSA Global is a leading performance consulting and training firm that helps high growth technology, services, and life-science companies create a competitive advantage by powerfully aligning their culture and talent with their strategy. Learn more about getting aligned
As 2009 draws to a close, I would like to wish you a happy holiday season. On behalf of our 2,500+ experts around the world, thank you for your continued support!
We at LSA Global all join in wishing you every happiness this Holiday Season and prosperity in the New Year. We look forward to continuing our relationship and helping you succeed in these challenging times.
All the best to you and your family -
Tristam B. Brown
President & CEO
LSA Global
Note from the CEO:
In December, Chief Learning Officer Magazine reported that an overwhelming majority of executives believe that Leadership & Executive Development will have the most significant positive impact in the next 12 months and that training will be more aligned with company business objectives. Maybe organizations did learn from the travails of 2009 and are finally treating Leadership Development Programs appropriately. At LSA, we know that Leadership Development must be more than “aligned” with the business. To be successful, Leadership Development Programs must be an integral part of executing the business plan and getting results. This Action Learning approach to leadership is critical if leaders are to help navigate the organizations through 2010.
About LSA Global
Founded in 1995, LSA Global is a leading performance consulting and training firm that helps high growth technology, services, and life-science companies create a competitive advantage by powerfully aligning their culture and talent with their strategy. Learn more about getting aligned
