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 >>>Category Archives: Customer Relationships
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...
Read More >>>Establishing a Key Performance Indicator
Many successful leaders establish an overall measure of customer satisfaction to gauge progress. I concur that’s a wise move, but it’s important to do so...
Read More >>>Customer Comments Matter: Numbers to Ponder
Customer comments matter. Positive or negative, they definitely have an impact. A past Edge of Service Newsletter includes the following numbers to ponder: 1% to 5%....
Read More >>>Aligning the Organization to Deliver the Best Possible Customer Experience
Tools for Your Next Team Meeting
Looking to generate substantive conversation at your next team meeting? Try one of these worksheets on customer expectations, metrics and customer access strategy. It can...
Read More >>>Customer Advocacy: An Essential Ingredient
Customer advocacy is one of those terms that can be confusing. Does the customer advocate for us, the business? Or is it the other way...
Read More >>>How to Meet Changing Customer Expectations
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,...
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