GM Leverages AI in Social Customer Care

GM, America’s largest automobile manufacturer, has more than 17 million social brand mentions and engages in more than 400,000 customer care conversations each year. GM set (and met) two aggressive goals to support their customer-centric vision. Goal 1: Deliver on today’s customer expectations. GM recognized that customers are increasingly turning to social channels for customer service, and established a response …

Continue Reading >

Aligning Service with Vision and Mission

Too often, I’ll see a vision or mission statement on an entry wall, but then observe very different priorities in day-to-day operations. We put our customers first, but keep the time you spend with them to three minutes. Or we deliver world class service, but we sure don’t have the resources we need on Mondays. In the most successful organizations, …

Continue Reading >

How Effective Is Your Service Strategy?

On a recent trip to the Bahamas, I was reminded of the importance of an effective service strategy. As a customer service professional, it’s easy to get caught up in the daily details and lose sight of what ties it all together. There are many ways to approach strategy, but there are some common characteristics among organizations that have the …

Continue Reading >

The Best Managed Contact Centers: #7 – They View the Contact Center as a Total Process 


Contact centers that consistently get the best results view the operation as a total process. This viewpoint takes many forms: Ensure that everyone in the contact center, and those with key supporting roles outside the center, have a basic understanding of how contact centers operate. Recognize the process to be where most quality problems occur — and also where the opportunities …

Continue Reading >

Make the Required Investments to Support Your Customer Service Strategy

Ensuring that your organization is making required investments is an essential step in developing your customer service strategy. You will need to define, at a high level, the investments and funding necessary to support your vision. In my recent LinkedIn Learning course “Customer Service Strategy,” I explore four key principles that can help with this step. Make the required investments …

Continue Reading >