One of the most critical — and difficult — aspects of managing a contact center...
Read More >>>Category Archives: Customer Experience
Traits of Successful Customer Advocacy Initiatives
When implementing your own customer advocacy initiatives, it can be helpful to learn what was worked well for others. This video explores ways organizations have...
Read More >>>How to Meet Changing Customer Expectations
Putting Yourself in Your Customers’ Shoes
Many of the best decisions you make as a customer service leader will come by putting yourself in your customers’ shoes, really seeing things as...
Read More >>>Communicating Access Alternatives to Customers
12 Principles for Building Profitable Customer Relationships
Over the past decade, ICMI has studied, codified and periodically published a summary of the most important principles behind building strong, profitable customer relationships. Lately,...
Read More >>>Contact Center Future Shock: Channels May Become Part of Our Past
While meeting with Jim Rembach of Call Center Coach at ICMI’s Contact Center Expo in...
Read More >>>The Power of Brand Advocacy
Do you know who your company’s brand advocates are? Do you recognize and engage with them? If you answered no to these questions, you may...
Read More >>>Transform Knowledge into Intelligence and Support
As a primary customer touchpoint, the contact center has enormous potential to provide other business units with valuable intelligence and support. This can include input...
Read More >>>Cultivating Customer Advocates
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 >>>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 >>>Be There for Your Customers Podcast
Kathryn Kemp Guylay interviewed me on her Mountain Mantras Podcast. The topic is customer focus and how to be there for your customers. You can...
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