Customer advocacy refers to both how a company advocates for customers (doing what’s best for customers) and how customers advocate for companies (spreading the word about its products, services and brand). Both are vital to success today. Here’s a video from my just released Lynda.com course to explain why. The entire course is titled Customer Advocacy and is available at …
    
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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 dissatisfaction, and the organization tends to incur many additional expenses (repeat contacts, rework, etc.) when issues are not fully resolved. However, despite clear benefits, FCR must be implemented carefully. Some important lessons have emerged: Learn …
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A few years back, fashion retailer Hot Topic won first place in an ICMI video contest for a creative portrayal of their “secret to service success,” a daily communications huddle. In it, they compare the daily meeting, which keeps employees up to date, to the ingredients of a gourmet meal: Main ingredient (lasagna noodles): Important information, such as current sales, …
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Need some inspiration? How about inspiration for your next team meeting? Check out the Edge of Service Newsletter archives for 20 brief articles on some of the most pressing issues facing customer service professionals today. They also include statistics and an action-oriented “To Do” section. Enjoy! Be sure to subscribe to receive the next issue in your inbox.
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