Category Archives: Customer Service
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 >>>Hiring for Service: It’s Time for a Rethink
In thinking about the challenging job frontline agents have these days, I was reminded of an issue of The Edge of Service® Newsletter that I...
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 >>>Improvements Must Be Ongoing
Making continuous innovations and improvements that lead to services that are faster, better and more cost-effective is an ongoing process that must be an inherent...
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 >>>Don’t Leave Culture to Chance
The Highest Level of Leadership
As 2017 comes to a close, it is a great time to reflect and consider plans for the new year. This past summer, I had...
Read More >>>Managing a Contact Center in Real-Time
Real-time management compliments contact center planning. In any center that handles contacts initiated by customers, our forecasts and plans can be off the mark. We...
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%....
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