August
2001
Nurturing loyal customer relationships has enormous financial consequences that become critically important in tighter economic times. Based on their encounters with a brand, customers can become emotionally attached to that brand, or they can become disengaged, reducing their visits and purchases and sharing their discontent with others. New research shows how companies can create -- and manage -- customer engagement.
Once you understand the best practices used by the most successful call centers, it's time to see how they work together in practice. The most important tool of all is the balanced scorecard, which measures several facets of a great CSR's job. Once the scorecard is in place, you can implement improvement programs that can change the workplace culture.
Customers frequently need a nudge to make a commitment. In fact, some of them may need to be bulldozed off the edge of a cliff before they buy. That's where a salesperson makes all the difference. But not all salespeople are equally effective at gaining commitments from their customers. What allows some salespeople to do this consistently?
At some point in your career, you'll ask the question: What's the right career for me? What should I consider doing now? What is my best fit? Goals, interests and education play key roles in career development -- but your talents and strengths must be an important part of your career considerations, too. These development basics are a great starting point.