Can Customer Care Help You Weather Any Business Climate?

This week has been full ups and downs as you monitor the down and dare to watch the late night talk shows disect those disecting each other in Washington. Despite all the hot air moving ideas, opinions and economic direction on Wall Street - there is one thing that is constant - and that is “the customer.” And the function interacting most with these critical asset is your call center. Now more than ever you need to retain those customers as acquisition costs are about 40% higher than retention costs. Just a few thoughts to consider (as I’m sure you are being asked to whittle down expenditures) 1) can you be sending out proactive notifications to customers on things they care about (and reduce your inbound call volumne) 2) can you leverage call center analytics to improve call center performance (and even provide data to marketing org on their latest campaign?) 3) are you thinking ahead - and planning on how to leverage the mobile device to provide a differentiated care experience 4) are you aware of conversations happening about your care interactions in social media outlets.(one negative interaction can easily create millions of impressions)

During any change - if you always keep your customers as your “constant” you’ll navigate thru tough times and fly thru the good ones