Clarifying customer experience responsibilities
An insurance company was eager to improve customer experience. They knew what was frustrating their customers, but customer satisfaction scores were stuck. They weren’t moving in the right direction. After speaking with their associates, I observed that everyone...
Traits of Customer Advocacy Success
When implementing your own customer advocacy initiatives, it can be helpful to learn what was worked well for others. This video explores ways organizations have structured their advocacy programs and five traits of successful initiatives. The video is from my...
Creating Customer Advocates
Connecting with advocates doesn’t happen by accident. You need a plan, and a person or a team who’s responsible. And they should be collaborating with and part of the same efforts you’re putting into motion internally to improve customer experiences....
Three Overarching Levels of Value in Customer Service
As you begin to explore the value and ROI of customer service, I encourage you to ask your team, “How does customer service create value?” You’re probably going to get a range of answers. Some may say, “Customers that get great service tell...