Keeping Your Customer Advocates Engaged
Our customer advocates trust us. If they didn’t, they wouldn’t be advocates. They want that trust to continue and we need to do our part of this. Sadly, businesses lose advocates daily. Often, this stems more from neglect than from anything we do. The...
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, I’ve been asked, are these principles less important? Have evolving customer...
Contact Center Future Shock: Channels May Become Part of Our Past
Recently, I was reminded of this brief interview that I recorded with Jim Rembach of Call Center Coach. We discussed how channels are likely to be approached in the future. I hope the video helps you consider how to prepare your organization for future challenges in...
A Structured Approach to Customer Advocacy
Customer advocacy has the potential to strengthen your organization and transform customers into enthusiastic brand advocates. But you have to unleash it, whether you’re developing customer advocacy within a team, a department, or across the organization,...