Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK

Upcoming Events

HOW TO CELEBRATE INTERNATIONAL CONTACT CENTER WEEK

WORKFORCE MANAGEMENT

ARTIFICIAL INTELLIGENCE AND TECH SOLUTIONS

How To Enter the 2020 Members' Choice Awards - For Vendors

TRAINING IN CONTACT CENTERS

Article : Consumer Loyalty to Suppliers: The Service Correlation

Do you believe there is a correlation between the service you receive as a consumer and your loyalty to the supplier? We asked this question to professionals in the contact center industry to find out if the product makes the company, or if it’s the customer service.

- a survey by Joss Jalbert, ContactCenterWorld.com

Darren Young
Business Development Director
Customer Service Network
United Kingdom

"In some instances I think that loyalty creates a situation where the supplier provides a better service to keep you but it’s still rare. I believe it’s still the norm for existing (loyal) customers to be treated poorly. Despite the fact that such offers have been criticised, special offers to new customers that ignore the loyalty of the existing customer base are commonplace. Worryingly, the company making the offer sends the offer to existing customers too, which kind of rubs their nose in it too."
About Customer Service Network

CSN was founded in 1997 to bring together managers, directors and customer service personnel from across the UK who were striving to improve customer service. The aim was for members to learn from one... (read more)
 
Karen Wenborn
Contact Centre Manager
Screwfix Direct Ltd
United Kingdom

"Absolutely!! In one case, having received poor (very) service from one arm of a major blue chip, I went on to cancel EVERY contract I had with them, or their subsidiary companies. From pet insurance, through credit card, via shopping and my broadband supply. All lost to them because of one particularly bad experience."
About Screwfix Direct Ltd

Screwfix Direct Limited operates as an online supplier of trade tools, fixings and accessories, and hardware products in the United Kingdom. Screwfix is the UK's supplier of tools, accessories and har... (read more)
 
Louise Gray
Director Customer Access
Liverpool Direct Ltd (LDL)
United Kingdom

"Yes, unlike the Public Sector where customers may have little choice but to use the same service provider whatever the level of customer service, within the private sector generally customers will stay loyal. However there are always the exceptions customers are fickle and may tolerate a poorer level of customer service for lower costs conversley many customers are 'lazy' and will stay put just because it's too much effort to move!"

 
Ring2 Dashboards & Wallboards Free Trial
Donald Gillis
Product Manager
DSS Corporation
United States

"Absolutely, customers understand there is no such thing as a perfect world. They do expect "one call resolution" and an understanding partner. No "BS!" Customer support becomes the primary face for repeat sales."

 
Sandra Galer
Consulting Director
Merchants SA (South Africa)
South Africa

"No. I think that often as a loyal supplier I am not treated as well as when they want my business. This is in terms of speed to answer on a new business line and being offered incentives to lure me in which are not offered to current customers, even at renewal, until you try to cancel."
About Merchants SA (South Africa)

Merchants, a Dimension Data Group company, is a provider of bespoke outsource contact centre solutions, operating in South Africa and has a 35 year track record of delivering customers contact centre... (read more)
 

Manager
Samantiero
United Kingdom

"No. There ought to be a reversal of roles ie suppliers are gold, silver, bronze to me as a consumer rather than me be a gold, silver, bronze customer of theirs."

 
Jd Miller
Sr Director of Product Support
ADP
United States

"Absolutely, and I believe most consumers would be willing to pay slightly more for an item if it meant being treated better and serviced more effectively. I prefer using companies that value me as a customer as well as training and treating their employees well. Companies who deliver only satisfactory service will only get my business when price is the only factor. I will not give my business to companies who give me poor service regardless of how low their price is....we shouldn't reward poor service with profits."
About ADP

Automatic Data Processing provides business outsourcing solutions. ADP offers a wide range of HR, payroll, tax and benefits administration solutions from a single source. ADP's easy-to-use solution... (read more)
 
Najenjwa Mbagga
Head of Department Customer Care
Vodacom Tanzania
Tanzania

"Yes very much if you treat me well in terms of your customer services i tend to feel guilt going somewhere else for the same products or services so i normally get the habit to ask the same supplier for different products"
About Vodacom Tanzania

Vodacom is a leading African communications group providing mobile communications and related services to 41.3 million at 30 June 2009. Its mobile network covers a total population of approximately 18... (read more)
 
Douglas Utley
Partner
ScottMadden, Inc.
United States

"In general, no. The grocery store is a good example. The checkout clerks help me as much as they help those who have loyalty cards. With respect to airlines, I find that the service that I received when I did not have status often matches that received as a platinum frequent flyer. I will say that the perks associated with the status are significant and different."

 
Todd Baxter
Evp/Coo
Optum
United States

"Yes. Many companies do a very nice job of differentiation between customer segments. American Express comes to mind as a company who treats their "Platinum" or higher level customers with a higher level of service (in US call centers, almost no wait time, quick action to settle disputes, etc.)."
About Optum

Optum is a provider of information and technology-enabled health services business dedicated to helping make the health system work better for everyone. Optum is powering modern health care with nearl... (read more)
 
Ann Mayer
Ceo
Telephos Ltd
New Zealand

"Not really. Good customer service comes from people not companies, and the people who give good service and are supported by management give good service to everyone."
About Telephos Ltd

Telephos provides Call Centre management, consulting and outsourcing. Our work with past clients identified the specific need within the New Zealand Contact Centre industry for these skills on a set t... (read more)
 
Mark Herbert
Resource and Planning
Saga Services
United Kingdom

"Its a factor but not a show stopper. For example, after my first experience with Sky I vowed never to use them again which I kept right up to the point that the price became irresistible!!"
About Saga Services

Saga is an insurance company.
 
Bob Friedman
Senior Consultant
ISG-One
United States

"Yes, it can be a definite differentiator, but in reality people are so desensitized to poor service that they will go back to suppliers they dont like for all kinds of reason, location, cost, product offering, etc."
About ISG-One

ISG supports private and public sector organizations to transform and optimize their operational environments through research, benchmarking, consulting and managed services, with a focus on informati... (read more)
 
Thila S
Customer Services Manager
Hewlett Packard Malaysia
Malaysia

"Yes, as I've seen that better service has people loyal to a brand and they are less likely to move to a competitor."
About Hewlett Packard Malaysia

Hewlett Packard (HP) is a computer technology company founded in 1939 by Bill Hewlett and Dave Packard. They are best known for manufacturing computer peripherals such as inkjet printers, laser printe... (read more)
 
Katarzyna Kanka
Board mebel
Poland

"yes, in my opinion there is a correlation - it's already proven that loyal customers, stay longer with suppliers. They also give more benefits, and become a company advocacy."

 
Jan Liverman
Account Executive
Muirfield Broadcasting
United States

"Certainly. The one who serves me with a smile and backs up any claims with action gets the business."

 
Chrissie Jay
Contact Centre Business Analyst
Nedbank Group Limited
South Africa

"Yes, if I get what I want and need I have no reason to put in the effort to seek something else."
About Nedbank Group Limited

Nedbank Group Limited (Nedbank Group) is a bank holding company that operates as one of the four largest banking groups in South Africa through its principal banking subsidiaries, Nedbank Limited and... (read more)
 
Andy Hanselman
Partner
Andy Hanselman Consulting
United Kingdom

"Totally - you can always find things cheaper, but it's often about feeling valued as a customer and that the people I'm dealing with have the willing ness and ability to sort out a problem if it arises. That is often worth paying (more) for."
About Andy Hanselman Consulting

I help businesses and their people create competitive advantage by 'thinking in 3D’! That means being ‘Dramatically and Demonstrably Different’! I research, speak about, write about and work with high... (read more)
 

About ContactCenterWorld:
Company LogoContactCenterWorld is The Global Association for Contact Center & Customer Engagement Best Practices. Today we have over 205,000 corporate 'individual' members have joined the association's website 'ContactCenterWorld.com'. We were established in 1999.
Company RSS Feed   Company Facebook   Company Twitter   Company Instagram   Company YouTube   Company LinkedIn   Company Profile Page

Today's Tip of the Day - Do Your Wall Boards Really Help?

Read today's tip or listen to it on podcast.

Published: Thursday, April 22, 2010

Printer Friendly Version Printer friendly version

2020 Buyers Guide Automation

 
1.) 
Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.
PH: +1 (512) 333 4634
 
Submit Event

Upcoming Events

15th annual Best Practice Conference - this is the contact center world's most highly rated event - a whopping 100% of delegates say they would recommend it!

100's of best practice tips and ideas from contact center professionals Read More...
 7
 8769 
Share

Survey - Online Event

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =