What are the things that most SaaS companies don’t think about when they are figuring out whether or not to co-source? What will most outsourcers not tell you even if you do think to ask? And what do we wish you knew? We've got the answers.
Customer service is the act of supporting your customers in a way that ensures their satisfaction with your product or service. While this is traditionally done over the phone, customers are seeking service though many other channels too, including email, web, text message, and social media .
At Incept, we believe that every customer interaction is an opportunity to grow or weaken a relationship and customer expectations are higher than ever. To keep the importance of this top of mind and to inspire our team to be the best possible version of themselves, we put together a list of a favorite customer service quotes to inspire both your team and yours!
Customer churn is the single most important factor in predicting a subscription box service’s future success, according to David Packman, a well-known industry investor. But alarmingly, McKinsey & Company found that more than one-third of subscription box consumers cancel within three months. S what can be done to increase the retention of subscription box customers?
Well-designed customer retention programs can help to reduce customer churn as well as identify critical service issues that may be creating customer dissatisfaction. In our experience, it's best to customize your subscription customer retention strategies to one of the following two approaches:
Contact centers have one of the highest turnover rates of any industry, with an average organization needing to replace 1/4 of their front-line staff each year. Continuously replacing team members takes a toll on any organizations, both financially and culturally. And while many believe that simply increasing the hourly wage is the answer to this problem, it’s been proven that the most successful employee retention strategies revolve around recognition, rewards, and overall company culture.
Incept’s CEO, Sam Falletta, was recently featured on The Market That Moves America podcast where he talked about Incept’s path from rapid expansion to focused growth. With nearly two out of five middle market businesses lacking a clearly defined strategy to guide business decisions, this podcast is worth a listen for any business interested in learning from one company’s journey towards strategic growth.
Incept was recently spotlighted by The National Center For The Middle Market in their Strategic Planning for Growth research analysis. Through their research, the NCMM uncovered three critical components of strategy—definition, development process, and execution—that work together to enable companies to achieve their growth goals. Below is a short video summarizing the key findings of the analysis followed by an excerpt from the report: Incept’s journey from rapid expansion to focused growth.