Customer service matters. It matters to customers and more and more statistics are showing just...
Read More >>>Category Archives: Customer Relationships
Handling Tough Customer Contacts
If you work in customer service, you will inevitably interact with angry customers. It comes with the territory. Their anger could be caused by a...
Read More >>>How Effective Is Your Service Strategy?
On a recent trip to the Bahamas, I was reminded of the importance of an effective service strategy. As a customer service professional, it’s easy...
Read More >>>Managing Customer Feedback – as It Happens
An important aspect of building customer relationships is managing customer feedback. This includes both short- and long-term objectives: it involves responding to feedback as it...
Read More >>>Aligning the Organization to Deliver the Best Possible Customer Experience
The Best-Managed Contact Centers: #4 – They Build Plans and Services Around Evolving Customer Expectations
One of the most critical — and difficult — aspects of managing a contact center...
Read More >>>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...
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