The Holidays Are Retailers' Last Chance To Inspire Customer Loyalty
The holiday season is the most critical time of the year for retailers - they can make 40% of their revenue during these few months - and inspiring customer loyalty at this point of the year can make a huge impact. In fact, it’s your last chance.
In today’s digital age, where your competitors are only a click away, customer loyalty is one of the most vital aspects to any retail strategy. Countless studies have shown that ensuring your customers have a great buying experience leads directly to larger purchases and repeat sales.
What's The ROI Of A Customer Care Team?
There are many facets to any successful call center, either in-house or outsourced. All of these elements must be taken into account for a COO or Head of Customer Experience to measure and understand the return on investment of their customer support center.
When measuring the investment of taking a firm’s call center in-house (insourcing), of course you will include direct employee costs, such as salary, but you should also be including other overheads, such as rental costs, utilities, employee benefits, recruiting expenses, and the like.
16 Omnichannel Customer Care Tips For Holiday 2022
One of the pillars of holiday customer care in 2022 is omnichannel support. Retailers cannot have any downtime across channels, from phone support, to their website, email, live chat, or on social media. Customers want to shop early in the morning and late at night during the holiday season, and brands have it in their best interests to accommodate their shoppers by almost any means necessary.
Measuring Customer Loyalty Through Data
Regardless of industry, Customer Satisfaction is one of the most important elements of a successful business, whether you’re a major retailer, wireless carrier, healthcare provider, or any in nearly any other vertical. A staggering 91% of unhappy customers will never purchase from you again. Numbers like that make it difficult to grow revenue without keeping a keen eye on your customer satisfaction key performance indicators (KPIs).
Customer Care Planning for the Holiday Rush
Planning for the holiday rush is one of the most critical strategic initiatives for most retail executives. According to the NRF, holiday retail sales in 2014 rose 4% to a staggering $616B.As the web influences a larger and larger percentage of total sales, retailers are laser focused on optimizations that will impact the bottom line and customer satisfaction.
Finding the Voice of the Customer Through Voice to Text Analytics
A lot has been written about how digital technology has led to an era of big data, where massive amounts of information can be collected, processed and analyzed in a way that would have been impossible to imagine a little over a decade ago.
Turning Customers into Repeat Customers
This post is written by Salil Gupta, Managing Partner at Vcare Technology, a provider of contact center services to online retailers.
Recently, we at Vcare wanted to understand what is the relation between a great customer experience and the likelihood that the customer would return to the same company.
5 Ways to Provide Great Customer Service Through Email
This post is written by Salil Gupta, Managing Partner at Vcare Technology, a provider of contact center services to online retailers.
When crafting the ideal experience for your customers, be sure to review your communication channels to ensure your efforts are focused on those preferred by your customers.
7 Steps for Handling Distraught Customers
This post is written by Salil Gupta, Managing Partner at Vcare Technology, a provider of contact center services to online retailers.
Did you know that 48% of customers who have had a negative customer service experience are likely to tell 10 or more people about it?
Prep Your Contact Center for the Holidays with this Checklist
This post is written by Salil Gupta, Managing Partner at Vcare Technology, a provider of contact center services to online retailers.
Holiday season is here, earlier than ever. With a 40% increase in sales during the holiday shopping season for some retailers, it’s the most important time of the year to ensure customers are left with a great experience- from website usability to customer support to fulfillment.