Tag Archives: customer relationships
The 12 Principles for Building Profitable Customer Relationships
Over the past decade, ICMI has studied, codified and periodically published a summary of the...
Read More >>>Boosting the Strategic Value of Customer Interaction
One of the most important leadership priorities in today’s economy is to ensure that your customer contact center delivers maximum strategic value to your organization....
Read More >>>Building a Customer Service Ecosystem
Customer experience is not a program, a department, a contact center, self-service capability, or CRM system—it’s much more. It’s an ecosystem, comprised of many components...
Read More >>>The Most Important Development in Customer Service
Perspective on First-Contact Resolution
First-contact resolution (FCR) is a popular performance measure in customer contact centers. And that’s a good thing: Unresolved contacts are a common source of customer...
Read More >>>3 Ways the Contact Center Contributes to Customer Experience
The Edge of Service® Newsletter, Issue 17: The Stunning Stats Behind Employee Engagement
The Edge of Service® Newsletter, Issue 17: The Stunning Stats Behind Employee Engagement I believe...
Read More >>>Staffing for Weekends
Here’s an idea: If you’re a consumer-facing service operation and want to stand out from the crowd, be there for your customers on weekends. That’s...
Read More >>>The Definition of Customer Experience
This week, I was invited to share my definition of customer experience for CallCentre.co.uk by Hannah Brewer in her “ask the experts” article. You can...
Read More >>>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...
Read More >>>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...
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