Essential Metrics for the Service Operation
There are many variables in customer service and different perspectives of what’s important. What should you focus on? We’ve found there are seven key aspects of service that should always be reflected in metrics. They build on each other and form a...
Leveraging customer interactions to provide strategic value
Any part of the organization that interacts directly with customers has the potential to create value on three distinct levels: efficiency, customer satisfaction and strategic value. Level three leverages customer intelligence to deliver strategic value to the...
The Power of Brand Advocates
Customers are advocates when they positively promote your products and brand. Brand advocates, as they’re often called, bring much value to the organization. The benefits of customer advocates are powerful. This video, from my LinkedIn...
The Psychology of Queues
Queues are a fact of life—especially now, given staffing shortages and growing workloads in many organizations. All contact centers—even emergency services—queue customers some of the time. Answering every contact immediately would take as many staff as inbound...