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 >>>Category Archives: LinkedIn Learning
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...
Read More >>>Managing customer feedback in real time
Managing customer feedback includes both short and long-term objectives. It involves responding to feedback as it happens and collecting and analyzing feedback from many customers...
Read More >>>Want engaged employees? Create a supporting culture
In some organizations you can feel the energy. You can just tell employees are committed and engaged. I’ve seen that seven key principles are always...
Read More >>>Tell your customer’s story
In the earlier years of my career, I put a lot of emphasis on logic and data. I’ve since discovered that the best customer experience...
Read More >>>Three Immutable Laws of Contact Centers
There are three immutable laws at work in contact centers that you must keep in mind. They’re always present. Understanding them will help you establish...
Read More >>>Prioritizing service improvements
As a leader, you face many choices when deciding where and how to improve service. And the possibilities multiply when analyzing customer data from sources...
Read More >>>Calculating referred customer value
Customers who are referred to a business tend to spend more than customers who come in from marketing. As one marketing professional put it to...
Read More >>>The importance of effective service strategy
Customer service should work so well that it enables you to focus on what really matters: delivering on your organization’s mission and promises, and engaging...
Read More >>>Alternatives – and cautions – when measuring quality
Why is it that professional sports teams put so much focus on tracking statistics? They...
Read More >>>Ensuring service metrics are SMART
Have you ever had a metric that drives the wrong behavior? A bus company in a city with a well established international and cosmopolitan flair,...
Read More >>>