Consider these numbers: Word of mouth drives 20–50% of all purchase decisions. (McKinsey) Advocate customers spend 2 times more than regular customers, and because they stay longer, have a...
Read More >>>Monthly Archives: February 2018
Customer Advocacy: Creating the Means to Act
The foundation of customer advocacy is knowing your customers. What they need, expect and experience. But that knowledge won’t get you far without the means...
Read More >>>Hiring for Service: It’s Time for a Rethink
In thinking about the challenging job frontline agents have these days, I was reminded of an issue of The Edge of Service® Newsletter that I...
Read More >>>