There are many variables in customer service and different perspectives of what’s important. What should you focus on? We’ve found there are seven key aspects of service that should always...
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The Power of Brand Advocates
Customers are advocates when they positively promote your products and brand. Brand advocates, as they’re often called, bring much value to the organization. The benefits of customer advocates...
Read More >>>Managing Customer Feedback: A Self-Assessment
Every organization receives feedback from customers, but some manage it far more effectively. Where does your organization stand? How effective is your approach? This video, from my...
Read More >>>Customer Service Leadership: Understanding Customer Expectations
An essential part of customer service leadership is understanding what customers want. But what do they expect? And...
Read More >>>The First Pillar of Customer Experience
To deliver great experiences, we need to know where we’re going as an organization and what our goals are. The first pillar of customer experience is vision. This...
Read More >>>Innovation is the heartbeat of customer experience
The world is changing and customer expectations are evolving so innovation is the heartbeat of customer experience. Innovation’s a cool word but at its heart is...
Read More >>>Measuring Individual Performance in a Customer Contact Center
Measuring individual performance is a topic that has long been controversial. Performance measures are usually tied to...
Read More >>>Developing Your Service Strategy
Whether you’re a one person design company, a 50 person software startup or a global airline with thousands of employees, you need a strategy for serving your customers. Strategy...
Read More >>>Justifying Your Customer Service Budget
There are several important aspects of how to justify your customer service budget. You’ll want to use analysis you’ve done on the cost of poor...
Read More >>>Build the right skills, knowledge, and leaders
When developing an effective customer service strategy, you will need to include how to build the right skills, knowledge, and leaders. I’ve found in many...
Read More >>>Want to improve customer service? Look at your processes
Customer service involves many variables. In this video, we’re going to look at customer service as a process. We’ll see where quality standards fit, and...
Read More >>>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...
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