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Great Customer Care Creates New Customers Through Word of Mouth - RDI Corporation - ContactCenterWorld.com Blog

Great Customer Care Creates New Customers Through Word of Mouth

What do your customers say when they are talking about you? Great customer care ensures good word of mouth, increasing your revenue.

Anyone who even vaguely pays attention to movie box-office earnings (which is sort of like a sport) is familiar with how they use the common phrase “word of mouth.” You’ve heard it before: a movie opens well, with good numbers, before “word of mouth” hurts it the next weekend. Suddenly, it is pretty much a flop.

What they are saying, politely, is that a bunch of people went to see a movie, hoping it would be good, and then it wasn’t, and they started telling everyone about it. That used to happen by literal word of mouth.


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Granted, not every negative review makes sense

Now, of course, it is amplified by social media. Any message can reverberate around the world nearly instantly, and messages can start piling on themselves, creating a snowball effect.

But it isn’t only for bad news. Good word of mouth can help a movie, and it can help your business. Positive word of mouth about your product, and especially about your customer care, can increase revenue by creating new customers. It does this because we’re used to negativity. Finding something positive--hearing good word of mouth--causes people to pay attention.

And paying attention is the first step in getting new customers.

But First the Bad News

Here are a few stats that will shine some light on the power of negative word of mouth. But don’t worry! This is just to get to the good stuff.

  • Negative news reaches 100% more people than positive news. 
  • Americans tell 9 people about positive customer care experiences, but 16 about negative ones
  • 80% of tweets about customer service are negative.

So what do you need to do to stand out? Be in that positive 20%

Hope is A Good Thing

You ever hear of a movie called The Shawshank Redemption? Of course you have.

This is how you feel when you get positive tweets

But you might not have heard of it when it came out, assuming you are old enough to have been seeing movies in 1994. It made a paltry $28 million at the box office, which even in 1994 was a bit of a flop. It didn’t get much marketing hype, and could have came and went.

But here’s the thing. The people who saw it loved it. They told everyone. So by the time it came out on (sigh) VHS, it started to sell. It made $80 million in sales, nearly unheard of for a flop. It flew off the (sigh) shelves at (sigh) Blockbuster. It was a flop that became a hit, because people loved it.

And why did they love it? Because it gave them what they want. So they started talking about it, and more people got interested. In the year of Forrest Gump and Pulp Fiction, it became a word-of-mouth hit.

So why does this work? Because it is unusual.

The Power of Positive Word of Mouth

Think of how many bad movies you have seen. There have been roughly 37,000 Transformers movies, I think. So when Shawshank started getting talked about, it brought in more eyeballs. People wanted to know what this movie was.

That’s what your company has to do. Great customer care can generate more revenue by maintaining your connection to current customers by decreasing dissatisfaction, but it can also bring in new customers by generating positive word of mouth.

When you hear something good, you want to try it. It is natural. If you are looking for a new product or service, and looks it up online (as 90% of Americans do first) and see positive reviews and glowing Tweets, you’ll be intrigued. It’s worth looking into of course.

Now, a lot of this depends on your product. If you have a bad product, the best customer care can’t fix it. But the reverse isn’t true. You can have a great product, and bad customer care can bury it in a sea of negativity. But great customer care can help it rise above the negativity everyone else is floating in, and let the product stand for itself.

That’s why so many companies are turning to trusted third-party vendors to be their customer care partner. That way, they can focus on what they do best, while letting customer care professionals answer questions, resolve problems, upsell services, maintain client relations, and generate positive word-of-mouth to create new customers.

That’s how customer care generates revenue. While hope might be a good thing, even the best of things, the link between good customer care and increased customers and revenues isn’t a hope. It’s a sure thing.


RDI-Connect is your full-service call center and customer care partner. We combine cutting-edge technology with superior hiring and training procedures to give your organization the support it needs. Your success is ours. To learn more about how we can partner with you, please connect with us today.

Source: http://blog.rdi-connect.com/great-customer-care-creates-new-customers-through-word-of-mouth

Publish Date: September 12, 2017 5:00 AM


2021 Buyers Guide Customer Experience (CX)

Page: 123
1.) 
3Fiftynine

Branches
Improves customer experience by helping find the agent the right information within a click.

2.) 
Abacus Cambridge Partners

Combining unmatched experience and specialised skills across more than 40 industries and business functions, Abacus works at the intersection of business and technology to help organisations meet their key priorities and create sustainable value for their stakeholders. Headquartered in the United Kingdom and offices in the United Arab Emirates, the Kingdom of Saudi Arabia, Pakistan and Egypt, Abacus has more than 800 global customers and over 2800 customer-focused employees working in 30+ countries.

We offer the following services:

Business Process Outsourcing
Customer Experience and Customer Relationship Management
Enterprise Resource Planning
AI & Robotic Process Automation
API M...
(read more)

3.) 
Alvaria

Alvaria CXP
Alvaria CXP empowers enterprises to deploy contact center & customer self-service solutions on voice (IVR), text/messaging (chatbots), and mobile channels (disposable apps) with a design-once-deploy-anywhere approach. CXP Pro speeds up time-to-market, lowers customer service cost, lowers average handling time (AHT), frees agents from repetitive tasks, improves the customer experience through 24/7 availability, and increases first contact resolution (FCR). Deploy on-premise or in the cloud.

4.) 
AmplifAI

AmplifAI Performance Acceleration for Sales & Service
AmplifAI integrates all contact center data sources, and uses AI to drive personas which capture the metrics and behaviors of high performing agents, and then delivers actions to the organization to replicate the high performers. This process drives a sustainable and consistent agent improvement model that allows for faster speed to proficiency and improved performance across the call center resulting in improved productivity, sales and customer experience.

5.) 
At Random Communications

Contact Center Observation Services
Remote Contact Center Monitoring Programs - Working closely with your staff every day can often take complete objectivity out of the picture when trying to evaluate quality and agent performance.

Telephone/Email/Chat Mystery Shopping - A well-planned mystery shopping program can yield invaluable data about how your customers view the quality of your contact center service interactions.

Competitor Analysis - ARC Competitive Analysis Programs are designed to objectively compare your company with your competition.

Customer Satisfaction Surveys - ARC’s Customer Satisfaction Survey programs are designed to provide you with an objective measuring tool for gauging the level of customer sa...
(read more)

6.) 
BravaTrak

BravaTrak
BravaTrak is the High-Performance Coaching System for contact centres. It helps you increase customer experience while improving employee engagement.

It does this, by:
- Providing you with a customer experience coaching framework
- Turning your managers into High-Performance Coaches
- Giving you real-time visibility of your managers’ coaching activity

We’ve refined this system over the past 27 years, working with over 50 large organisations. It’s been tested and proven across inbound sales and service, and outbound sales and retention.

Whatever the nature of your channel, BravaTrak can help you avoid missing your customer experience targets, while improving employee engagement.

7.) 
Britannic Technologies

INBOX
INBOX: A place for every digital interaction!

INBOX allows any digital interaction to be blended into single or multiple queues with zero service interruption with implementation. Organising them by business context with smart tagging and search filters, the events can be automatically prioritised and categorised.

Automating the route to the correct agent or business orchestration rule. It also connects with all your social media channels, enabling you to respond and route accordingly in real-time.

8.) 
Calabrio

Calabrio ONE Workforce Optimization
Calabrio is revolutionizing the way enterprises engage their customers with Calabrio ONE, a unified workforce optimization (WFO) suite—including call recording, quality management, workforce management, voice-of-the-customer analytics, and advanced reporting—that records, captures and analyzes customer interactions to provide a single view of the customer, and improve the overall agent and customer experience.

9.) 
Callsultant

Outsourced Contact Center Services, Contact Center Consultancy Services
We offer a wide range of inbound and outbound services including;
-Sales, lead generation, market research, fundraising, appointment setting, collections, telemarketing, customer service, help desk, order taking, technical support. In addition, we provide omni channel support services such as chat & email support along with back office processing services such as transcription, data entry, Order management, E-Commerce order follow-up.

10.) 
ComSys S.A.

CFront for Digital Communication Channels
CFront by Comsys is a state-of-the-art application that enriches contact centers with digital communication and collaboration capabilities. CFront is natively compatible with Aspect Unified IP and Cisco Unified Contact Center (UCCE/UCCX) platforms and connects them with all the major communication channels.
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspe...
(read more)

11.) 
Conectys

Conectys delivers a wide range of customer experience solutions including customer service, technical support and virtual assistant solutions.

We provide omnichannel customer support services through phone, email, web tickets, live chat, social media, good old fax, and the latest mobile apps. From switchboard solutions, to customer and technical support, we have the outsourced call center service package to fit your requirements.

12.) 
Connex One

Omnichannel
The Connex One Customer Engagement Platform enables inbound and outbound interactions through a secure, cloud-based, omnichannel engine. The feature rich platform offers everything from AI and Automation to Workforce Optimisation, consolidating the customer journey into one place.

13.) 
Consilium Software

Consilium UniRSM™
Many contact centers are providing critical services in these challenging times, with agents not only having to handle new customer situations, but also with agents often working alone from home without the face-to-face support of their supervisors and managers, who may also be working remotely. Trained and proficient agents translate into happy customers, with monitoring and coaching playing an important role in developing agents’ abilities. Consilium UniRSM™ is a perfect solution for this, where supervisors can perform real-time quality monitoring and coaching by dialing in from any phone with secure, role-based access.
Has your contact center moved to Cisco Jabber softphones for agents,...
(read more)

14.) 
ContactEngine

ContactEngine connects conversations across entire customer journeys with One Voice delivering exceptional CX and demonstrable business value for organizations around the world.

ContactEngine provides proactive customer service by helping your customers through the channels they’re most comfortable with. It aims to contact your customer before your customer contacts you.

15.) 
Creative Virtual

V-Person™
Creative Virtual's V-Person virtual agent/chatbot technology and V-Person Live Chat™ bring together humans and AI to create conversations with customers and employees across touchpoints in a seamless, personalised way and at large scale. V-Person conversational AI solutions can be deployed across any channel (web, mobile, social media, messaging apps, voice, IVR, smart speakers, kiosks, contact centre, HR, service desk) in over 35 languages.

V-Person virtual agent/chatbot and live chat implementations are underpinned by V-Portal™, our knowledge management, workflow management and business intelligence orchestration platform. We use a hybrid approach of natural language processing (NLP),...
(read more)

16.) 
CUSTOMER SQUARE

CROSSCRM.CX
Cross CRM is powered by Customer-Square,french firm specializing in customer-relationship and contact centers, since 2008 we help companies with a large customer capital to maintain, and develop.

Originally for our own needs, the CRM analytics services and Quality Monitoring provided by Customer-Square, we began to put CROSS-CRM.COM on the market in 2013.

CROSS-CRM manages daily interconnection with your CRM tools to centralize data and analyse CX on all channels, and is able to provide deep analytics insights.
The platform also provides Quality Monitoring, Speech Analytics and Survey tools to get a 360 view of your customer interactions.

We ended this features list in 2008 by add...
(read more)

17.) 
Customer Touch Point

Engage To Influence
Customer Touch Point specialises in long-term and instant impact customer experience solutions for organisations worldwide, providing the tools and support they need to deliver effortless customer experiences. We are also the brand behind the powerful Engage to Influence™ methodology, which sits at the core of every single customer project.

By delivering real-time customer insight; designing customer journeys to positively influence behaviour; and implementing end-to-end technology solutions that provide a seamless experience across all channels, we enable our clients to improve customer experiences and reduce cost of contact at the same time.

Our solutions include:

• Contact Cen...
(read more)

18.) 
CustomerCount

CustomerCount is a feature-rich, cloud based survey solution providing intuitive real-time reporting, fast turnaround on requested updates, and detailed and dynamic data gathering capabilities to support process improvement efforts, build customer loyalty and improve your bottom line. Developed and managed by Mobius Vendor Partners, CustomerCount was initially designed for the timeshare and contact center industries and is now used by organizations across numerous different vertical markets and industries.

19.) 
Eckoh

Eckoh Experience Portal
Cloud-based portal that delivers Eckoh's complete Secure Payment and Customer Engagement solutions. Simply take the solutions you need today and add additional ones as you need them. All from one supplier.

Flexible to scale up, and down, to suit your business needs and helps you prepare for future customer engagement needs.

20.) 
eGain Corporation

eGain Virtual Assistant™
eGain Virtual Assistant™ is a lifelike, conversational virtual agent providing a unique, interactive, and personal way for users to get answers and assistance on your website, 24 hours a day, 7 days a week.

A user simply chats with the virtual assistant (also called virtual agent or chatbot) like they would with any human agent. The chat bot understands not only the words but also the intent, thanks to a portfolio of AI technologies, including machine learning and reasoning. It acts like a guide, helping customers navigate the website and taking them to the relevant place. The VA provides answers to customer queries, even helping in shopping decisions. At any point, it can seamlessly esca...
(read more)
 
Page: 123



View more from RDI Corporation

Recent Blog Posts:
Superior Customer Care Creates True Customer LoyaltySeptember 19, 2017 5:00 AM
Great Customer Care Creates New Customers Through Word of MouthSeptember 12, 2017 5:00 AM
Using Social Media, Bots, and Well-Trained Reps To Create A Customer-Care-as-a-Service PlatformAugust 1, 2017 5:00 AM
Become a Service Maester: 5 Customer Care Lessons From Game of ThronesJuly 11, 2017 5:00 AM
The Importance of Employee Retention in Customer Care CentersJuly 6, 2017 5:00 AM
The Emotional Intuition Factor: Why Humans are More Important Than AI in Customer CareJune 29, 2017 5:00 AM
AI and Customer Care Bots: Freeing Your People For the Tough QuestionsJune 27, 2017 5:00 AM
Memory and Human Emotions: How AI Turns Big Data Into Customer InsightsJune 20, 2017 5:00 AM
Using  Customer Speech Analysis  With AI To Improve Call Center PerformanceJune 16, 2017 5:00 AM
How AI Can Evaluate Employee Speech Patterns to Boost Call Center ProductivityJune 13, 2017 5:00 AM

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