Tag Archives: customer relationships
Consumer's Perspective: A Dozen Ways to Get Better Service
I am often asked, both by individuals and journalists who cover consumer-oriented topics, what consumers...
Read More >>>Customer Experience is (Much!) More than "Customer Service"
After wrapping up some work in California one morning, I flew to Maryland—a 4.5 hour...
Read More >>>What Leaders Should Know About Call Centers
Brad identifies what leaders should know about contact centers, and provides tips for acquiring this understanding.
Read More >>>How to Build Profitable Relationships
Brad explains how successful organizations cultivate profitable relationships. Steps include understanding your customers, interacting with them personally, segmenting them sensibly, retaining the right customers, anticipating...
Read More >>>Do Customers Understand Your Access Alternatives?
Brad discusses steps you can take to ensure that your customers understand the access alternatives available to them.
Read More >>>Is Social Media a Channel or a Strategy?
What is social media? A channel? A strategy? How we use these terms matters! This podcast is also available as an article: Is Social Media a...
Read More >>>An Overview Of My New Book
Call Center Management On Fast Forward: Succeeding in the New Era of Customer Relationships (third edition) hits the shelves in May 2012. This podcast is also...
Read More >>>How I Got into this Field
Brad tells the story of how he got started and how important his mentors were to him. “So many people come from so many different...
Read More >>>The Value of a Contact Center
Call centers (contact centers) can create value on three levels: efficiency, customer satisfaction and loyalty, and strategic impact (through intelligence that improves products, services and...
Read More >>>Will Social Communities and Mobile Apps Replace Call Centers?
Social communities and mobile apps will not replace call centers. But they will change them...
Read More >>>Value Proposition: A New Era In Customer Service
In this podcast, Brad shares his reasons for believing it’s a new era in customer service.
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