Build loyalty one customer at a time Loyal customers are earned one at a time. Loyalty isn't built solely with technology or ACD statistics or throwing a lot of money at your contact center.
Loyalty is gained by focusing on customers one at a time, one interaction at a time.
Make it everybody's business Building customer loyalty is everybody's business. Not just management's, not only the Quality Assurance department. Make your agents partners in the business of building loyalty. Involve them in improving the processes that impact your customers. Encourage them to take ownership over those activities that hold the promise of building and enhancing customer loyalty.