CX Pillar 4: Customer service provides strategic value
Customer service is a vital and strategic part of customer experience. Each interaction goes beyond serving one individual customer to provide broader value to the organization. When effective, customer service makes it easy for customers to resolve issues and...
In the midst of contact center change, these immutable laws never change
There are three immutable laws at work in contact centers that you must keep in mind. They’re always present. Understanding them will help you establish the right metrics, communicate important trade-offs and shape an organizational structure that works well....
Does your customer service strategy drive success?
There are many ways to approach customer service strategy, but there are three common characteristics among organizations that have the most success. This LinkedIn Learning video from my course “Customer Service Strategy” outlines these characteristics. And in every...
The Customer’s Perception of Service
Service quality is defined in terms of the customer’s perception of how well your services meet his or her expectations. Simple, right? But wait, aren’t expectations always changing? What do customers expect? The good news is identifying customer...