FOR IMMEDIATE RELEASE CONTACT: Tom Ellis
January 11, 2007 Ellis Communications, Inc.
Phone: (417) 881-5635
Email: tom@elliscomm.com
PHOENIX, Ariz. – All telecoms should
strive to attain the highest level of customer and employee retention, and
Phoenix-based Measure-X says that goal can be reached by building loyalty.
“When telecoms focus on building loyalty, both employee and customer retention
go up,” says David Saxby, president of Measure-X, a company that specializes in
helping telecoms improve their customer service and sales. “Improved external
customer loyalty starts with building loyalty among internal customers –
employees – and it’s a top-down initiative. The end result is a boost in profits
and a more stable, caring work environment.”
Saxby suggests telecoms consider the following as they strive to boost loyalty.
Telecoms that lose employees also lose customers. “On average, American
companies lose half their employees every four years and half their customers
every five years,” Saxby says. “While these numbers are not true for most
telecoms, they do suggest that employee attrition may have a significant impact
on customer loyalty.”
Employee attitudes are a reflection of how staff members are treated by upper
management. “One of the most important aspects of improving customer
retention is a total commitment to loyalty by the chief executive officer,”
Saxby notes. “This commitment must be demonstrated daily at all levels of the
organization for employees to clearly observe.”
Customer loyalty is everyone’s responsibility. “In order to create a
loyalty-focused corporate culture, customer service training must start at the
top of the organization with senior management,” Saxby says. “That is a clear
signal to employees that quality service and loyalty are important.”
Employees are a telecom’s primary customers. “CEOs and senior management
must understand that their employees are their primary customers,” Saxby
explains. “Employees expect and deserve the same caring service that is given to
external customers.”
Build customer loyalty through outstanding service. “Customer loyalty is
earned by consistently exceeding customer and employee expectations with stellar
service,” Saxby says. “This level of service can be achieved only when managers
are held accountable for their internal customer service skills – how they deal
with their employees and co-workers.”
Strive for long-term relationships. “To create loyal customers and
employees, build long-term, positive relationships with each one on an
individual basis,” Saxby says. Saxby offers the following tips on how to do
that:
– Take time to listen to their concerns.
– Greet them warmly when they call.
– Use their name at least three times in every conversation.
– Thank customers and employees frequently.
– Find ways to show them how much they are valued.
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Measure-X is a measurement, training and recognition company that specializes
in customer service and sales skills. For more information on Measure-X, call
888-644-5499 or visit its Web site at
www.measure-x.com.
