Navigating Labor Shortage in Customer Service: 3 Steps You Can Take Now
You’ve likely seen the signs posted in retail and restaurants: “Please be patient with our team.” You’ve probably heard similar delay announcements when contacting organizations: “Due to unusually heavy demand… “ Supply and production issues are, as Carrington...
Understanding customer expectations
An important part of customer service leadership is understanding what customers want, and ensuring your delivery and experiences meet their expectations. But what do customers expect? How are those expectations changing? This video from my LinkedIn Learning course...
Quantifying customer lifetime value
Quantifying customer lifetime value, or CLV, provides powerful insight into the impact of customer experience initiatives. Put simply, CLV measures how valuable a customer is to your organization over time, rather than just one purchase. You can learn more about a...