Consider these numbers: Word of mouth drives 20–50% of all purchase decisions. (McKinsey) Advocate customers spend 2 times more than regular customers, and because they stay longer, have a customer lifetime value 5 times greater than...
The foundation of customer advocacy is knowing your customers. What they need, expect and experience. But that knowledge won’t get you far without the means to act. I explore what that requires in the video below, part of the Lynda.com course Customer Advocacy....
In thinking about the challenging job frontline agents have these days, I was reminded of an issue of The Edge of Service® Newsletter that I published a while ago: The Edge of Service® Newsletter, Issue 14: Hiring for Service: It’s Time for a Rethink. If hiring...
Kathryn Kemp Guylay interviewed me on her Mountain Mantras Podcast. The topic is customer focus and how to be there for your customers. You can listen here or on iTunes.
