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Ideas, tips and techniques for new generation selling and customer support.
Tag Archives: improving customer care
2010
Turn These Business Resolutions Into Reality
New Year’s Resolutions we’ve collected for doing business in 2010:For the past two years businesses have dug in, deepened the trenches, reduced staff and cut costs to the bone. Now, in 2010, economic progress reports suggest the time is coming to start building and growing again.
But you don’t need to hire new employees or add a lot of costly equipment to turn these resolutions into realities. Every one of them has been attained by real companies using web-based appointment scheduling software. Read their stories in our case study library, and then make some resolutions for your own business in 2010.
Rich Silverman
TimeTrade Blogging Team
Public domain Image by Ivan Akira courtesy of Wikimedia Commons
Filed under: appointment scheduling software, customer retention, customer service
Tagged: appointment scheduler improve customer service, appointment scheduling, appointment scheduling software, customer care, customer experience, customer retention, customer satisfaction, downturn, improve customer service, improving customer care, more with less
2010
What’s Wrong with Manual Appointment Scheduling?
Appointment scheduling the old-fashioned way can easily turn into a hassle for both the customer and the service provider.
Customers want convenience: a quick process to book an appointment that matches their schedule.
Service providers want bookings, as many as possible. But the busier you get, the harder it is to take time to take calls.
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Filed under: appointment scheduling software, customer service
Tagged: appointment scheduler improve customer service, appointment scheduling, appointment scheduling software, customer experience, customer loyalty, customer satisfaction, customer service, improve customer service, improving customer care, online scheduling
2010
Personal Service Providers: Make Life Easier On Yourself – Let Customers Schedule Themselves
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Hair Salons and Day Spas – regardless of size – need appointment scheduling software. The “needs” test is not based on the size of the business, but the volume of business. Busy salons and spas can enhance customer service while also increasing efficiency.
Filed under: appointment reminder, appointment scheduling software, customer retention
Tagged: appointment scheduler improve customer service, appointment scheduling, appointment scheduling software, customer care, customer experience, customer loyalty, customer retention, customer satisfaction, customer service, improve customer service, improving customer care, manual appointment scheduling, online scheduling, reminders, self service
2010
How Amazon Uses Technology To Redefine The Customer Experience
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In the 1992 Presidential campaign, James Carville famously hung a sign in then Governor Clinton’s campaign office saying “It’s the Economy, Stupid!” Today’s companies probably need a similar sign with the word ‘customer’ in the place of the word ‘economy’.
2009
Help Manage Busy Lives – Offer Online Appointments
What if service providers – hair salons, doctors’ offices, auto mechanics, etc. – became part of the solution to organizing a busy day?
Filed under: appointment scheduling software, customer service, online scheduling
Tagged: appointment scheduling, appointment scheduling software, customer care, customer experience, customer retention, customer satisfaction, customer service, improve customer service, improving customer care, self service
2009
Conducting a Survey to Improve Customer Care
Without feedback, customer service is blind, and even the most popular or well intentioned efforts to improve customer care can fail your customers. The good news is that there’s a simple solution to get the vital feedback that you need: the customer survey.
A good customer survey that reflects your particular business and customer base can be more challenging to write than it would first appear. Thankfully, a number of resources are available online. For instance, Susan Ward over at About.com has put together a sample questionnaire that can help stimulate ideas for creating your own effective survey. Or, for a step-by-step approach to writing a customer satisfaction survey, check out Christina Hamlett’s contribution at eHow.
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2009
Are Your Competitors Using Online Scheduling Software to Gain an Advantage?
Imagine that your biggest competitor has the following three benefits because they allow customers to schedule their appointments online:
1. They reach more customers
Consider the list of potential customers that competitors can reach with this software:
- customers who don’t like speaking on the phone
- customers who have difficulty hearing over the phone
- customers who have problems understanding unfamiliar accents
- customers who have poor reception or weak signals
- customers who are accidentally dropped or disconnected
- customers who are in a significantly different time zone
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Filed under: appointment scheduling software, customer retention, customer service
Tagged: appointment scheduler improve customer service, customer care, customer experience, customer loyalty, customer retention, customer satisfaction, improve customer service, improving customer care, interactive features
2009
PG&E’s Method for Improving Customer Care: Online Scheduling of Appointments
It’s not often that a utility company “gets it” when it comes to customer care. However, back in 2005 Pacific Gas and Electric (PG&E) launched a host of customer service improvements, one being the adoption of online appointment scheduling.
Fast forward to 2007: PG&E shares the top spot for customer satisfaction among gas utility companies in the western United States. The ranking involves six factors, four of which (company image, communications, customer service, field service) can be impacted by online appointment scheduling. Tom King, CEO and President, said in response to the ranking, “We know that it’s ultimately how we take care of our customers that determines our success.”
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