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Friendly, knowledgeable employees are key to customer retention

Friendly and knowledgeable employees were the leading factor in patron satisfaction in the Interactive Intelligence survey. Reward programs allow managers to recognize workers that have gone out of their way to maintain a professional attitude while resolving complex problems.

Building brand loyalty depends on a number of factors, but in an increasingly connected e-commerce world, a key element is the ability to maintain engaging conversations.

Retail Customer Experience states that conversation is one of the "4 Cs" (conversation, choice, convenience and connections) that is essential to creating loyal customers. The source notes that consumers are looking for connections with brands and are turning to new service channels, such as social media, to continue interactions. Having a presence on these sites is just the first step in building customer satisfaction. Companies also need to provide employees with the training and resources necessary to address patron's questions and push conversations forward.

The Interactive Intelligence Customer Experience Research Study 2013 recently explored what consumers want from companies when it comes to interactions, Unified Communications Strategies reported. The survey polled over 1,400 consumers in seven countries and found that a friendly, knowledgeable agent was a leading factor in customer satisfaction. Most respondents noted that they would rather avoid self-service systems in favor of live interactions via phone.

Boosting employee engagement to drive customer satisfaction
These results show the importance that employee development can have on customer experiences. Businesses hoping to boost brand loyalty should focus internally to make sure that agents are able to resolve problems and create memorable interactions. Call center incentive programs give organizations the tools needed to engage staff members and support training initiatives.

Friendly and knowledgeable employees were the leading factor in patron satisfaction in the Interactive Intelligence survey. Reward programs allow managers to recognize workers that have gone out of their way to maintain a professional attitude while resolving complex problems. This helps set examples for other agents to follow and can help organizations maintain consistent quality of service. Rewarding workers is also a source of motivation and increases engagement levels.

Engaged employees are more likely to create the connections necessary to convert potential leads into repeat customers. Connections were another "C" through which businesses can boost their marketing results, as noted by Retail Customer Experience. Increasingly, these connections are coming through new technology and channels. By providing audiences with several options, companies can broaden their appeal, the source states.

Incentive programs help organizations maintain seamless connections across multiple channels. By supporting training programs with rewards, firms can ensure that their staff members are using best practices in their interactions with consumers. With effective incentive programs in place, companies can maintain consistency with the service they provide, which is key to building customer loyalty in the long-run.

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