“It’s Cheaper to Keep ‘Em”
The Vital Role the Contact Center Plays in Customer Retention
Whether you call it customer retention, account management, relationship management, or just staying in touch, developing a strategy to retain customers or clients you have is vital to the success of any business-especially now. Remember, it's more expensive to acquire a customer than to retain one. Our current economy makes customer retention strategies even more important!
Even though your past customers have already shown they want and like your products or services they are likely going over their budgets carefully looking for alternatives. And with the pace of technological change and more ways to communicate (blogs, Twitter, Facebook), they're even more likely to be exposed to your competitors.
Your most important asset in the quest to hold on to and grow your best customers is the front line agent. When customers’ calls are taken, it’s a golden opportunity to build the relationship by consistently creating a positive customer experience. In today’s world of technology, the importance of how contact center professionals handle each call with efficient, courteous service should not be underestimated. Additionally, it’s imperative your customers leave the conversation feeling as if they were listened to, heard, respected, appreciated and valued.
In this session, we’ll explore the role your front line staff plays in protecting the health of customer relationships and the significance of each customer touch to customer retention and business growth. You’ll leave with ideas that will help develop a “Listening System” that helps your staff to recognize and capitalize on opportunities to strengthen the relationship and individualize responses to customer needs and wants.
June 9, 2011
Lunch & Networking 11:00AM-11:30AM
$30 Members / $35 Non-members
Janice Stefanus, President, Customer First Strategies, LLC
www.CustomerFirstStrategies.com has over 20 years of experience in customer strategy, customer relationship development & customer retention. She’s known for advocating for her customers and being their voice to ensure they receive the greatest value and exceptional customer service.
Combining her passions and expertise resulted in the creation of Customer First Strategies in 2001 and since has enabled companies to retain more customers, turnaround distressed customer relationships, increase revenues, and build sustainable business growth. Even during the Great Recession her clients achieve double-digit results in customer retention, revenues, profits, profit margins, customer referrals, and cost reductions from efficiencies created in customer-facing operations.
Janice believes companies only purpose is to serve their customers. When we successfully provide high-quality products and services that meet our customers’ needs, deliver exceptional customer service, and create memorable customer experiences; our companies will successfully grow and thrive together.
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