Given all the reports and articles published on negative experiences, I am puzzled at the lack of effort from companies.
This week I took a detour on my way to work to drop off my car for some repairs needed after I got into a bit ...READ»
This is not the kind of library that just sits on the shelf. It’s a very active and dynamic way of offering information, tutorials, FAQs answering most asked questions, and special announcements for your customers.
Why does video ...READ»
The problem with customer conversations is that they are often not seen as instrumental to customer conversions, which are the bread and butter of a business. Instead, they are considered intangibles, in the same way as relationships ...READ»
Given all the reports and articles published on negative experiences, I am puzzled at the lack of effort from companies.
This week I took a detour on my way to work to drop off my car for some repairs needed after I got into a bit ...READ»
It’s interesting to me that every time I read articles and newsletters about leadership, I find references to how true leaders treat their employees with respect and dignity, value their opinions, and ask for their feedback. When ...READ»
Imagine you’re lying on the ground not knowing how you got there. Think what it would be like to have your life choked out of you. How are you feeling? Wouldn’t you want someone to come to your rescue? Customer feedback can and ...READ»
It’s no secret that when the time comes to evaluate your customer service, the finger pointing begins – and all fingers point suspiciously somewhere else. Let’s be courageous and look at the Top 10 reasons why customer service ...READ»
It’s interesting to me that every time I read articles and newsletters about leadership, I find references to how true leaders treat their employees with respect and dignity, value their opinions, and ask for their feedback. When ...READ»
It’s no secret that when the time comes to evaluate your customer service, the finger pointing begins – and all fingers point suspiciously somewhere else. Let’s be courageous and look at the Top 10 reasons why customer service ...READ»
It’s no secret that when the time comes to evaluate your customer service, the finger pointing begins – and all fingers point suspiciously somewhere else. Let’s be courageous and look at the Top 10 reasons why customer service ...READ»
It’s interesting to me that every time I read articles and newsletters about leadership, I find references to how true leaders treat their employees with respect and dignity, value their opinions, and ask for their feedback. When ...READ»
Imagine you’re lying on the ground not knowing how you got there. Think what it would be like to have your life choked out of you. How are you feeling? Wouldn’t you want someone to come to your rescue? Customer feedback can and ...READ»
Given all the reports and articles published on negative experiences, I am puzzled at the lack of effort from companies.
This week I took a detour on my way to work to drop off my car for some repairs needed after I got into a ...READ»
I’d say that if it were, the question could almost be anything these days. We want, no we demand to exact it from others - colleagues, sometimes spouses, and most definitely companies as represented by their customer service ...READ»
She called asking a very simple question. Something seemed to be wrong with the paperwork and she needed to find out about the shipment. After talking for a few minutes, just as the conversation was drawing to a close, our customer ...READ»
She called asking a very simple question. Something seemed to be wrong with the paperwork and she needed to find out about the shipment. After talking for a few minutes, just as the conversation was drawing to a close, our customer ...READ»
She called asking a very simple question. Something seemed to be wrong with the paperwork and she needed to find out about the shipment. After talking for a few minutes, just as the conversation was drawing to a close, our customer ...READ»
Mass personalization in customer care works only if your name is “mass”. Other customers may have been fine with a different kind of response, but they probably did not have the exact problem or question the customer in front of ...READ»
The term quality is one that every single business likes to claim, yet since fewer and fewer come through when it’s time to back up that claim with execution, it has joined the list of other once powerful and now empty words ...READ»
Direct conversations with customers allow organizations to become public resources on areas of expertise. This happens in at least two ways: (1) through engagement, or social components, and (2) with valuable content, which is where I ...READ»
We’ve done it. We finally discovered that relying on scripting frontline responses only takes us so far on the frontier of great customer service. It was a study by Katzenbach Partners that illuminated this latest fad fallacy. Do ...READ»
Smart companies have learned that often the best users of their products know as much or much more than their employees. Adobe is one such company. They are the creators of design and desktop publishing tools for communications and ...READ»
We’ve done it. We finally discovered that relying on scripting frontline responses only takes us so far on the frontier of great customer service. It was a study by Katzenbach Partners that illuminated this latest fad fallacy. Do ...READ»
We’ve done it. We finally discovered that relying on scripting frontline responses only takes us so far on the frontier of great customer service. It was a study by Katzenbach Partners that illuminated this latest fad fallacy. Do ...READ»
Have we as customers become more realistic? Or have we just given up? Maybe, after years of talking about excellence in service, brands have finally met our expectations. And some smart companies have found good ways to secure our ...READ»
