Dovetail Software

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Dovetail Links 2009-06-29

Contact Center Performance Thriving in the Recession....Usability: The Cornerstone of E-Commerce/CRM Convergence....Employees: The Direct Route to Customers' Hearts....Business Intelligence: Getting a Grip on Business Intelligence TCO....Seven Tips for Phasing CRM Projects...
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Permalink: Monday, June 29, 2009 3:21 PM
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Filed under BI, Business Intelligence, contact centers, CRM, customer service & support, e-commerce, employees, phasing
Dovetail Links 2009-06-23

Social Networking Boom Drives Call Center Evolution....Bad Economy Calls for Better Customer Service....Who Knew? Consumers Hate Offshore Call Centers....Top 10 Call Centre Websites for 2009....Can You Hear Your Customers Now?....The Customer Satisfaction Survey Snag...
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Permalink: Tuesday, June 23, 2009 9:41 PM
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Filed under customer loyalty, customer retention, customer satisfaction, customer service & support
Dovetail Links 2009-06-13

The Customer Service Hall of Shame....10 Companies Americans Love to Hate....Service and Support: Get the Fundamentals Right....Contact Centers Can Optimize Opportunities Through Social Networking....Social Customer Service Remains "A Breed Apart"
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Permalink: Saturday, June 13, 2009 5:46 PM
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Filed under customer service & support, Customer Service Hall of Shame, social media, social networking
Is A Smile And A Greeting All That It Takes?

While some stores are cutting staff due to this ever-shrinking economy, there are others that seem to have the right idea to weather the recession. Rather than slamming the brakes, they are hitting the accelerator and making customer service a top priority. Although many stores may be cutting prices and offering incentives to get consumers in the stores, the one aspect that sets a store apart these days is how they treat their customers. How a customer is treated ranks high on the list of how they rate their experience and likelihood to repurchase at a retailer.
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Permalink: Tuesday, June 02, 2009 2:01 PM
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Filed under customer service, customer service & support, economy, recession, retail trends
Dovetail Links 2009-05-31

Strategies: Make Customer Retention Priority No. 1....The Data Quality Conundrum....Americans Get Little Satisfaction From Customer Service....Airline Customer Service Improves as Passenger Ranks Thin....A Declaration of Customer Independence...
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Permalink: Sunday, May 31, 2009 5:14 PM
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Filed under customer retention, customer satisfaction, customer service & support, data quality
Mark Every Week On Your Calendar As Customer Service Week

Back in October, we posted an article called Every Week IS National Customer Service Week, in which we brainstormed five reasons to celebrate customer service in addition to the five reasons that the Customer Service Group already suggests for Customer Service Week.

Our five reasons included:

1. Show, don't tell customers how committed you are to their satisfaction.

2. Listen to your customers -- be they in person, on the phone, online or twittering -- and take action upon their complaints and suggestions.

3. Create a customer-centric culture from the top down.

4. Incentivise frontline reps all year long, not just the first full week in October.

5. Employ a CRM solution that not only manages Sales Force Automation (SFA) but also the largest segment and most important part of customer relationship management, Customer Service and Support (CS&S)....
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Permalink: Tuesday, May 26, 2009 5:28 PM
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Filed under customer service & support, Customer Service Week, recession
Dovetail Links 2009-05-25

It's Not the Size of Your Customer Data, It's How You Use It....Now, Customer Service Must be No. 1 Concern....American Customer Satisfaction Index Up....UK Customer Satisfaction Index Down....Cutting Customer Service with Care...
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Permalink: Monday, May 25, 2009 9:19 PM
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Customer Loyalty Programs: A Tool for Customer Retention

In these difficult times, a focus on customer loyalty is critical to survival. Retaining customers is a more cost efficient process than trying to gain new ones, and efforts to rethink methods to maintain customer loyalty are at the forefront of many companies, or at least should be. Customer loyalty programs are one method companies are utilizing to retain customers.

"According to Adam Sarner, a research analyst at Gartner Inc. as reported in Barney Beals’ Leveraging Customer Loyalty in a Down Economy, 'There’s an idea around what I call operational loyalty and long-term loyalty. They can work in a down environment and a growth environment. Operational loyalty offers a payoff...'"
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Permalink: Monday, May 18, 2009 11:54 AM
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Filed under customer acquisition, customer loyalty programs, customer retention
Dovetail Links 2009-05-18

Customer Service Is Crucial in a Downturn....We the People: CRM in Government....Checked Your Customers' Pulse Lately?...Report: Customer Satisfaction with Online Retail Dips....Selling Out...
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Permalink: Monday, May 18, 2009 12:24 AM
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Filed under customer satisfaction, customer service & support, customermer experience, ecommerce, government CRM, retail
Customer Service in the Age of Social Media

Once upon a time if you were dissatisfied with the service you received from a company, you could call and call and call, write letters, maybe even vent to a few friends or neighbors. You might be turned off by your experience and never use the company’s services again, but short of taking out an ad in the New York Times, not many other people were going to be affected by your experience. Now in the age of instant communication, social media, and services like Twitter, companies know that if you’re not happy, you can publicly share your frustration and dissatisfaction in less than a minute...
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Permalink: Tuesday, May 12, 2009 8:03 AM
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Filed under customer service & support, social media, twitter

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