Knowing Your Customers
How do you know what a customer needs? There are many sources of customer information and each has an important story to tell. To learn more about how service interactions, operational data, customer surveys, customer and professional reviews, online forums, focus...
The Biden Administration’s “Time is Money” Initiative
Bad customer experiences invite costly regulation. These compliance costs and liability risks are unnecessary burdens that could be avoided if organizations simply prioritized their customers’ best interests from the outset.
Empowering Employees as Customer Advocates: Overcoming Barriers
The idea of empowering employees to be customer advocates sounds great to many leaders—in concept. But doing so is easier said than done if barriers are in place. These can include lack of training, misguided performance targets, limited decision-making authority and...
The Seven Factors of Customer Tolerance
Customer tolerance influences how long customers will wait, how many give up and leave, whether they try alternatives, and how they feel about the experience. In this video from my LinkedIn Learning course Customer Service: How to Manage Your Customer Queues, I...