The impact of putting a face to a name of your customer

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The following article demonstrates how “Putting a Face to a Name” of your customer can improve employees performance:

“ … Grant … arranged for one group of call center workers to interact with scholarship students who were the recipients of the school’s fundraising largess. It wasn’t a long meeting — just a five-minute session where the workers were able to ask the student about his or her studies. But over the next month, that little chat made a big difference. The call center was able to monitor both the amount of time its employees spent on the phone and the amount of donation dollars they brought in. A month later, callers who had interacted with the scholarship student spent more than two times as many minutes on the phone, and brought in vastly more money: a weekly average of $503.22, up from $185.94.”

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About Arie Goldshlager

Customer Insight, Customer Strategy, and Innovation Consultant
This entry was posted in Customer Experience, Customer Service. Bookmark the permalink.

One Response to The impact of putting a face to a name of your customer

  1. Pingback: Can facilitated empathy improve customer satisfaction and employee performence? | Unconventional Wisdom on Customer Strategy and Innovation

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