Consider these numbers: Word of mouth drives 20–50% of all purchase decisions. (McKinsey) Advocate customers spend 2 times more than regular customers, and because they stay longer, have a customer lifetime value 5 times greater than...
The foundation of customer advocacy is knowing your customers. What they need, expect and experience. But that knowledge won’t get you far without the means to act. I explore what that requires in the video below, part of the Lynda.com course Customer Advocacy....
In thinking about the challenging job frontline agents have these days, I was reminded of an issue of The Edge of Service® Newsletter that I published a while ago: The Edge of Service® Newsletter, Issue 14: Hiring for Service: It’s Time for a Rethink. If hiring...
Kathryn Kemp Guylay interviewed me on her Mountain Mantras Podcast. The topic is customer focus and how to be there for your customers. You can listen here or on iTunes.
Making continuous innovations and improvements that lead to services that are faster, better and more cost-effective is an ongoing process that must be an inherent part of the organization’s culture and outlook. There is something powerful about consistently...
