Your feedback process should act as a funnel, catching data from all the various sources and bringing it into a centralized location. This could be...
Read More >>>Category Archives: Customer Relationships
Contact Center Management on Fast Forward receives Best Customer Experience Books of All Time award
It’s been almost 25 years since the first edition of Contact Center Management on Fast...
Read More >>>Responding to Negative Feedback
Elon Musk, the successful entrepreneur and CEO of Tesla, SpaceX and other companies, often highlights the importance of negative feedback: “You want to be extra...
Read More >>>Champion the Customer: Make It Easy, Make It Happen, Show You Care
One of my newest LinkedIn Learning courses, Championing the Customer in Everything You Do, outlines...
Read More >>>Customer Advocacy: The Secret Sauce
There’s a scene in the movie Jobs, the biographical drama of Steve Jobs’ life, where he is shown fiddling with a portable CD player. It’s clumsy,...
Read More >>>Aligning Service with Vision and Mission
Too often, I’ll see a vision or mission statement on an entry wall, but then observe very different priorities in day-to-day operations. We put our...
Read More >>>Boosting the Strategic Value of Customer Interaction
Delivering effective customer service is not a program, a back office function or an initiative – it’s a way of doing business that produces value...
Read More >>>Managing Customer Feedback in Real Time
Managing customer feedback includes both short and long term objectives. It involves responding to feedback as it occurs and collecting and analyzing feedback from many...
Read More >>>Knowing Your Customers
How do you know what a customer needs? There are many sources of customer information and each has an important story to tell. To learn...
Read More >>>Reframing Customer Service: Three Levels of Value
Customer service is only part of customer experience, but it’s a vital and strategic part. When effective, customer service makes it easy for customers to...
Read More >>>Empowering Employees as Customer Advocates: Overcoming Barriers
The idea of empowering employees to be customer advocates sounds great to many leaders—in concept....
Read More >>>Using AI in Customer Service: Steps for Seamless Integration
As customers, we’ve all experienced technologies that aren’t helpful or that create even higher levels of frustration. They offer many options, just none that we...
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