The Psychology of Queues
From a customer’s perspective, there are two basic types of queues. (And I don’t mean long ones and short ones.) Queues are either visible or invisible. Visible queues refer to any situation where customers know where they are in line. With invisible...
Better Service at Lower Costs? Yes, It’s Possible
The need to identify and address customer expectations stems from a widely accepted principle: improvements in customer satisfaction lead to increased customer loyalty, better business results and a stronger brand reputation. Consider the old adage about building the...
The ROI of Customer Service: Overcoming Objections
Understanding the value of customer service and how to quantify that value has never been so important. And that’s true for any organization and for anyone leading customer service teams or projects. Your finance department may have an ROI calculator to help you...
CX Leadership: 3 Questions to Ask Yourself
There’s a lot riding on customer experience leaders right now. Our organizations, our customers, our employees are counting on us. As you embark on new (or renewed) efforts toward improved customer experience, let me suggest a few questions to ponder: What’s your...