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 there are three categories of statistics any leader needs to know about employee engagement: First, employee engagement is strongly tied to customer experience. If you’re into statistical correlations, you’ll get a kick out of this: the ISS Group found that frontline service employee engagement correlates …

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The Edge of Service™ Newsletter, Issue 16: Four Levers in Innovation in Customer Experience

The Edge of Service™ Newsletter, Issue 16: Four Levers in Innovation in Customer Experience I’m writing this from an eastbound Delta flight, 37,000 feet over northwest Colorado. The onboard wireless service, provided by Gogo, is enabling me to track flight progress and catch up with some research and email. Gogo is, as of this past week, being sued by one …

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The Edge of Service™ Newsletter, Issue 15: Getting Mobile Customer Service Right

The Edge of Service™ Newsletter, Issue 15: Getting Mobile Customer Service Right There are an estimated 7 billion active mobile phone subscriptions today—one for every living person on the planet, according to the International Telecommunication Union (ITU). Of course, the number can be misleading, given that many people in developed regions have multiple devices, while others still do not have …

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The Edge of Service™ Newsletter, Issue 14: Hiring for Service: It’s Time for a Rethink

The Edge of Service™ Newsletter, Issue 14: Hiring for Service: It’s Time for a Rethink Imagine dropping onto Earth from another planet. Your task is to explore our economy—jobs, what we produce, and how we hire and train people for those roles. You’re not familiar with precedent, history, or what’s transpired to this point. You simply look around and take …

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The Edge of Service™ Newsletter, Issue 13: Statistics Behind a Service Revolution

The Edge of Service™ Newsletter, Issue 13: Statistics Behind a Service Revolution Watermark Consulting hit something of a research jackpot with a simple correlation between stock price and customer service rankings. In the seven years leading up to 2015, they found that the S&P 500 index grew 51.5%. Customer experience leaders in that same timeframe enjoyed an average appreciation of 77.7%, …

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The Edge of Service™ Newsletter, Issue 12: The Keys to Social Customer Service

The Edge of Service™ Newsletter, Issue 12: The Keys to Social Customer Service Being part of “the conversation”—listening to customers and interacting with them where they are—was until recently a powerful differentiator. But it’s now becoming a competitive necessity. And that’s true whether you’re a small startup or a multinational corporation. No surprise, then, that customer service and support is …

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The Edge of Service™ Newsletter, Issue 11: A Multichannel World

The Edge of Service™ Newsletter, Issue 11: A Multichannel World If you were to walk into an Amazon.com customer contact center, you’d see desks turned sideways so that Fire tablet support agents have a neutral background for video calls (one-way, agent-to-customer). Visit the GM customer assistance group focused on social channels, and you’re more likely to hear the clickety-clack of …

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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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The Edge of Service™, Issue 9: How "Waiting in Line" Is Changing

The Edge of Service™ Newsletter, Issue 9: How “Waiting in Line” Is Changing If you care about delivering effective service—whether you head a multinational, direct a division, or are simply intent on meeting commitments as an individual—there are three things to know about queues: They will always be with us. Anytime there is demand for limited resources, there is potential …

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