Customer Service, Brand Loyalty and Long-Term Success
Here are some powerful statistics that demonstrate the links between customer service, brand loyalty and long-term success. 97% of global consumers say that customer service is very important or somewhat important in their choice of and loyalty to a brand 62% of...
Great Service Is a Leadership Responsibility
Recently, I gave a presentation at the Tugboat Institute Summit. The talk focused on how great service must emanate from the top. No matter how big or experienced your competitors are, quality customer care is a business’ most powerful differentiator. Great service is...
Understanding the “Power of One”
Last week’s Contact Center Insider, ICMI’s weekly e-newsletter, includes an article I wrote “Understanding the ‘Power of One’ – As Important as Ever.” While we know the impact each agent has on individual customers and the subsequent publicity (good or bad) that can...
The Edge of Service® Newsletter, Issue 16: Four Levers in Innovation in Customer Experience
The Edge of Service® Newsletter, Issue 16: Four Levers in Innovation in Customer Experience I’m writing this from an eastbound Delta flight, 37,000 feet over northwest Colorado. The onboard wireless service, provided by Gogo, is enabling me to track flight...