Know What's Important to Customers

A recent study by Execs in the Know and Digital Roots asked customers, Which characteristic of an interaction with a brand’s customer service department is most important to you? The answers: Effective Issue Resolution–40.3% Immediacy/Fast Response–20.9% Ease and Convenience–20.4% Friendly/Personalized Approach–18.4% My take? Common sense suggests that none of the other things matter if the issue isn’t resolved. Beyond that, I’ll …

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The Edge of Service™ Newsletter, Issue 10: Beware Others' Benchmarks

The Edge of Service™ Newsletter, Issue 10: Beware Others’ Benchmarks Let me begin with a quick preface. The title is “beware others’ benchmarks,” not ignore them, or be uniformed of them. Benchmarks are necessary. But to the definition of beware… be on guard, be wary. Remember in school when you got back graded tests? If the teacher caught you peeking at your neighbor’s score …

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