Alexander Graham Bell, inventor of the telephone, would have turned 166 this weekend (March 3). Happy birthday, Mr. Graham. Interesting factoid: Years later, in retrospect,...
Read More >>>Brands that Generate Buzz: YouGov Rankings
So this is kindof interesting… here are YouGov’s U.S. Top Buzz Rankings. According to YouGov, “brands were rated using rated using YouGov BrandIndex’s Buzz score...
Read More >>>Customer Experience is (Much!) More than "Customer Service"
After wrapping up some work in California one morning, I flew to Maryland—a 4.5 hour...
Read More >>>Wait… That's Cheating!
I recall a consulting assignment for the customer service operation of a large utility, with a client base in the millions. They handled thousands of...
Read More >>>Consider Posting Customer Service Statistics
Posting statistics on your customer services can be smart move. It tells your customers that you care, emphasizes important aspects of performance, provides your team...
Read More >>>What Leaders Should Know About Call Centers
Brad identifies what leaders should know about contact centers, and provides tips for acquiring this understanding.
Read More >>>How to Build Profitable Relationships
Brad explains how successful organizations cultivate profitable relationships. Steps include understanding your customers, interacting with them personally, segmenting them sensibly, retaining the right customers, anticipating...
Read More >>>Ensuring Customer Accessibility
Brad discusses the importance of providing a variety of ways for customers to interact with your organization, and the methodology behind handling different communication channels.
Read More >>>Traits of a Well Managed Call Center
Brad shares the traits that are common among successful contact centers.
Read More >>>Alan Weiss Video Testimonial
Do Customers Understand Your Access Alternatives?
Brad discusses steps you can take to ensure that your customers understand the access alternatives available to them.
Read More >>>Companies Using Access Strategies to Bolster Their Brands
Brad shares examples of organizations that are shaping access strategies that support and further their brands.
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