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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

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!"

 


"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."

 

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Content continues ….

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
Mayer Consultants 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."

 
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.
 
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)
 
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.
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Today's Tip of the Day - Be Prepared!

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

Published: Thursday, April 22, 2010

Printer Friendly Version Printer friendly version

2021 Buyers Guide Training

 
1.) 
CharlottePurvis.com

Charlotte Purvis
Charlotte Purvis is a speaker and communication consultant who has influenced an average of one million customer interactions each year for over 20 years. She consults, trains, and speaks on customer service, business communication, and leadership development for global companies, universities, and community organizations. She practices what she teaches as evidenced by nearly 100% of her engagements coming from repeat or referral business.

2.) 
CTCOMM

Call Centers
Contact Centers
Admin Training
Supervisor Training

3.) 
Davis-Mayo Associates

"Service Excellence" Customer Service Training
Live onsite training for your teams. Experienced by more than 450,000 people in 48 US states and 18 countries. No-nonsense approach by our experts with field-test content customized to your situation and using your scenarios.

4.) 
Happitu

Happitu
Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics. As a result, Happitu slashes training time, delivers higher resolution rates, and reduces handle times.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the...
(read more)

5.) 
Lieber & Associates

Training Executives, Managers, Supervisors, and Reps
Lieber & Associates provides training for all levels of the contact center team. The firm customizes its off-the-shelf trainings to meet your specific company needs,

Executive and manager sessions address topics such as customer experience, metrics, technology, AI, and video calls. Supervisor sessions train your leaders to better coach and motivate reps. Phone staff modules include sessions on customer service, order-taking, cross-selling, handling difficult calls, phone "soft skills," and more.

6.) 
Manitoba Customer Contact Association

Making Training and Development Part of Your Corporate Landscape

Organizations are always on the look out to save money and make more profit. Usually when it comes to crunch time some leaders will scrap training in order to tighten the belt. The downside of this is the cycle it creates.

Because some employers see training as a flexible benefit, employee development is often taken off the table. When employees don’t feel valued it becomes easy to see a revolving door. The constant need to hire goes up which ultimately means costs go up; we know that hiring costs more than retaining the right people.

Start the conversation: Explore our Training Page http://www.mcca.mb.ca/train...
(read more)

7.) 
Marketing Tactics Pty Ltd

7 Pillars For Creating Amazing Team Leaders
I help Call Center Owners, C Suite executives and Call Center Managers develop a proven, practical training program they can customize to their specific needs that creates amazing Team Leaders who turn under achievers into top performers that consistently hit (or even exceed) their targets and KPIs.

8.) 
Navedas

CSAT.AI
CSAT.AI Scores Better Customer Service with Gamified Guidance!

CSAT.AI lets agents know when they’re on the right track by predicting CSAT scores in real time (when they’re fixable!) - because most customers don’t leave feedback, they just leave.

Agents have the immediate positive feedback that reinforces good behaviors for self training.

9.) 
OMNI HR Consulting (Pty) Ltd

Human Capital & Organisational Development
Omni HR Consulting provides business and people development solutions through Training and Consulting services.

We work across a number of sectors to provide solutions from both a Skills Development / Business perspective.

Skills Development: accredited & non-accredited learning solutions including Learnerships, RPL solutions and Skills Programmes, including a curriculum for developing future skills.

Business Solutions: are designed to be customisable, relevant and industry-related to support businesses to achieve their strategic objectives and needs.

10.) 
Orion Learning Services Inc.

Learning & Development
Learning & Development for Agents, Supervisors, Managers and Administration/Support Staff

Orion Learning is a global leader in providing accredited learning and development solutions for organizations globally. We offer call/contact center certification programs for Agents, Supervisors and Managers, business certifications and examinations for wide range of topics including project management, change management and service management, leadership soft skills and a full suite of assessment tools which can be used for recruitment, talent management, succession planning and coaching/mentoring. We deliver our solutions to global community and all of our solutions are delivered digitally.

11.) 
Vads

VADS Training Center
PT VADS Indonesia as a Learning Center provides trainers, modules, development programs for individuals and teams. VADS Indonesia owns a vast curriculum for training provided by local trainers with flexible training locations that can be arranged at the client's place or PT VADS Learning Center. VADS Provide knowledge process, transformation consultancy, customer service training, leadership training, interpersonal development, and training for trainers.

Benefit :
- Customizable training by experienced trainers
- Increase motivation and engagement
- Improves customer service skills and knowledge

12.) 
Service Quality Institute

Customer Service Training Programs
We have over 20 customer service training programs you can use on-site. With our technology, we eliminate 95% of all travel expenses for participants and trainers. The design of our programs reduces the training time by 80% which is the most expensive part of training and we eliminate the need for professional trainers and facilitators.

13.) 
The Forum

Get connected to raise standards. Established in 2000, we are celebrating 20 years of best practice, our community of professionals is recognised as the ‘go-to place’ for innovation in customer operations, from contact centre and digital to field, back office, branch & retail services, working across all industry sectors.

We offer an independent and trusted space for learning and sharing, proud to welcome members are into a thriving and active community to network with other like-minded professionals. Benchmark against the best in class and learn from innovators and pioneers. Our team of independent experts can also offer bespoke advice, consultancy and training. We have helped many organisations develop the capability of their vital support functions.
 

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