Customer Loyalty – Still a mystery??
January 6th, 2012 // 3:37 pm @ Scott Wells
It appears that “customer loyalty” still remains a mystery for many companies. You would think that with the volumes of data and research conducted over the past several years, corporate strategies would have adapted. Surprisingly, after speaking with many acquaintances of mine (who hold senior level potions in some fairly astute organizations) this does not [...]
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What is a customer journey map and how do you extract value from it?
December 15th, 2011 // 5:13 pm @ kgwebb@sympatico.ca
You know the quote, “Success is a journey, not a destination.” Well, your customer experience initiative is a journey, too. It’s a never-ending journey. You must always be striving to deliver that ultimate customer experience. (from Annette Franz Gleneicki of CX Journey. For her blog on plotting the customer journey see: http://cxjourney.blogspot.com/2011/11/cx-journey-maps-plotting-customers.html) A [...]
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You Rated ICSA 100%!
December 14th, 2011 // 9:31 pm @ Conor
ICSA Canada is proud to announce that ALL of our workshop and breakfast meeting participants rated our programs as either very good or excellent for overall satisfaction in Summer/Fall 2011. Each year we strive to improve all our programs and are looking to achieve 100% again in 2012! Thank you to everyone who was a [...]
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Mapping out customer experience excellence
December 6th, 2011 // 3:58 pm @ kgwebb@sympatico.ca
Customers often touch your organization through multiple channels, often for a single business transaction. Gone are the days when you can control their interactions with your organization and manage customer channels in isolation. Now is the perfect time to put on your customer’s shoes and walk their journey through each touch point and transaction with [...]
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Customer Service Certification – Top 10
November 29th, 2011 // 6:08 pm @ Conor
Have you received your certification yet? ICSA Canada provides different certification programs that cater all levels of an organization. Here are the top 10 reasons why you become a Certified Customer Service Professional (CCSP): 10. Network with and hear stories from other customer service professionals 9. Brand yourself as a certified customer service professional 8. [...]
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ICSA Beehive Breakfast Meeting – What Employees Really Want
October 31st, 2011 // 7:18 pm @ Conor
Title: ICSA Beehive Breakfast Meeting – What Employees Really Want Location: The Travel Corporation, 33 Kern Road, Toronto, ON Registration Form: Click here Description: The first in a series of new ICSA Beehive Breakfast Meetings! The topic of this breakfast meeting is Employee Engagement. Come out and learn from expert presenter Julie Ruben Rodney as [...]
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Top 10 List to Developing Incentive Programs
September 2nd, 2011 // 1:32 pm @ dollyk@cuttingedjj.com
Posted by Lorna Ferguson, ICSA Advisory Council Member Through Dolly Konzelmann Before developing an incentive plan, talk to your agents, have focus groups and do your research. What you think is a fabulous incentive program with prizes or awards that you may want, may fall flat with your agents and not deliver the results [...]
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Do Incentives in the Contact Centre Work?
August 11th, 2011 // 7:06 pm @ dollyk@cuttingedjj.com
Posted by Lorna Ferguson, ICSA Advisory Council Member Through Dolly Konzelmann This is the age old question in any business – in order to stimulate activity and results, are incentives worth the cost and effort to design and administer? For clarification, I am referring to the prizes and awards that are above and beyond [...]
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AODA Training: Now Available Online!
August 4th, 2011 // 5:11 pm @ Conor
ICSA Canada now has an easy way to become AODA Compliant! We are offering a quick and effective online option to train employees on the Accessibility for Ontarians with Disabilities Act. All employees must receive some form of training prior to the deadline of January 1, 2012. For more information, click here. This [...]
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10 Suggestions to Build Customer Loyalty
July 26th, 2011 // 10:09 pm @ nick@travcorp.ca
Customer service professionals know it costs more to attract a new customer than it does to keep an existing customer and therefore understand the customer service they provide should focus on the ultimate goal of creating customer loyalty. They know customer loyal is good for business. The following are 10 suggestions to providing customer service [...]
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