Keeping Your Customer Advocates Engaged

Our customer advocates trust us. If they didn’t, they wouldn’t be advocates. They want that trust to continue and we need to do our part of this. Sadly, businesses lose advocates daily. Often, this stems more from neglect than from anything we do. The video below looks at five principles for maintaining trust and keeping the momentum going. This video …

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12 Principles for Building Profitable Customer Relationships

Over the past decade, ICMI has studied, codified and periodically published a summary of the most important principles behind building strong, profitable customer relationships. Lately, I’ve been asked, are these principles less important? Have evolving customer expectations, social communities, new channels and other developments changed the fundamentals? Not at all! These 12 principles are as important as ever, in large …

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A Structured Approach to Customer Advocacy

Customer advocacy has the potential to strengthen your organization and transform customers into enthusiastic brand advocates. But you have to unleash it, whether you’re developing customer advocacy within a team, a department, or across the organization, you’ll need an ongoing approach to guide your efforts. In the following video from the LinkedIn Learning Course, Customer Advocacy, you can learn about …

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Customer Service Matters – Some Stats to Support Your Efforts

Customer service matters. It matters to customers and more and more statistics are showing just how much. Below are a few statistics that may help you make the case to others. Fully engaged customers represent a 23% premium in terms of share of wallet, profitability, revenue, and relationship growth compared to the average customer. (Source: Gallup) 74% of customers use …

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Handling Tough Customer Contacts

If you work in customer service, you will inevitably interact with angry customers. It comes with the territory. Their anger could be caused by a process or a product that’s gone awry. They may have already had a bad experience as they attempted to get resolution. Or maybe their anger is misplaced. For any number of reasons, the customer is …

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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 …

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Managing Customer Feedback – as It Happens

An important aspect of building customer relationships is managing customer feedback. This includes both short- and long-term objectives: it involves responding to feedback as it happens and collecting and analyzing feedback from many customers to look for recurring problems and opportunities. In a past issue of The Edge of Service® Newsletter, I look at what it takes to manage customer …

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The Best-Managed Contact Centers: #4 – They Build Plans and Services Around Evolving Customer Expectations

One of the most critical — and difficult — aspects of managing a contact center is to provide services that satisfy changing consumer demands. Those who fall behind pay a brutal price: dissatisfied customers, insufficient support from the organization and low morale in the contact center. But those who stay ahead of the curve enjoy strong customer loyalty and the …

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