Focusing on Customer Satisfaction and Customer Loyalty to Drive Call Center Sales Revenues

CHAPEL HILL, N.C., July 19 -- It is widely recognized that increased competition and commoditization of products and services make it more difficult for organizations to differentiate their product and service offerings in the mature U.S. marketplace. More than ever, leading organizations are focusing on client facing operations -- specifically their call centers -- in an effort to leverage customer loyalty and maximize profitability. A complimentary white paper, "Customer Service: Managing World- Class Call Centers to Increase Customer Loyalty," is available at http://www3.best-in-class.com/cr155.ad, offering unique insights into how leading companies that include: American Express; Saturn; Citibank; Baxter Healthcare; State Farm; Federal Express; T. Rowe Price; Fidelity Investments; TIAA-CREF; LL Bean; Toyota; Lucent Technologies and Wells Fargo maximize customer loyalty to drive call center revenues.

  Best Practices LLC's study covers:
   - Customer Satisfaction and Customer Loyalty Measurement Strategies and
     Metrics: The research explores how organizations measure and manage
     customer satisfaction. Areas of focus include acquisition and retention
     strategies and metrics.
   - Managing World-Class Call Centers: The Best Practices, LLC research
     team studied the best practices of 19 call centers in six industries.
     Areas of focus included process design and management, human resources,
     metrics and measurement, customer service loyalty and internal service
     quality messaging strategies.
   - Segmentation Strategies to Meet Customer Satisfaction Goals and Improve
     Profitability:  Successful call center operations apply advanced
     segmentation techniques to modify service levels based on customer
     requirements. These techniques lower costs while improving customer
     satisfaction and loyalty scores overtime.
   - Best Practices in E-Service:  The Best Practices, LLC research team
     examined how organizations leverage the Internet to integrate service
     delivery across multiple channels. The ability to offer seamless, fast
     and personalized service allows leading companies to harness improved
     customer loyalty to increase long-term profitability.

Using our proprietary Best Practice Blueprints for Excellence methodology, Best Practices, LLC assists clients with call center process design, change management, measurement and benchmarking. To download a customer service white paper and learn more about our Best Practices service quality research initiatives, visit our website at http://www3.best-in-class.com/cr155.ad or contact Mark Schoeman at (919) 767-9258, mschoeman@best-in-class.com

ABOUT BEST PRACTICES, LLC

Best Practices, LLC is a research and consulting firm that works on the principle that organizations can chart a course to superior economic performance by studying the best business practices, operating tactics and winning strategies of world-class organizations. Our suite of customized Research and Consulting services is designed to assist you in improving your company's performance by analyzing the winning practices of leading corporations.