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Blog

Insight directly from Brad on customer experience, employee engagement, contact center management and customer service leadership.

Tag Archives: customer loyalty

April 7, 2022

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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March 23, 2022

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...

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December 18, 2020

Principle #2: Quality and Access to Service Work Together

In customer experience, when service is required, quality of service and access to it are inextricably associated with, and complementary to, each other. Accessibility is...

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December 10, 2020

Root Cause Analysis in Customer Service

When you encounter a problematic aspect of service or customer experience, the first step is to identify root causes. Typically, several possibilities surface and they...

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December 3, 2020

Principle #1: Quality Must Be Based on Customer Needs and Expectations

The need to identify and address customer expectations stems from a widely accepted principle: improvements...

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October 10, 2019

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...

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December 13, 2018

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...

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November 8, 2018

Traits of Successful Customer Advocacy Initiatives

When implementing your own customer advocacy initiatives, it can be helpful to learn what was worked well for others. This video explores ways organizations have...

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October 17, 2018

Putting Yourself in Your Customers’ Shoes

Many of the best decisions you make as a customer service leader will come by putting yourself in your customers’ shoes, really seeing things as...

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June 26, 2018

The Power of Brand Advocacy

Do you know who your company’s brand advocates are? Do you recognize and engage with them? If you answered no to these questions, you may...

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November 14, 2017

Customer Advocacy: An Essential Ingredient

Customer advocacy is one of those terms that can be confusing. Does the customer advocate for us, the business? Or is it the other way...

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June 2, 2016

Four Keys to Retaining Millennial Customers

It was great to be included in an article Telus International put together on retaining millennial customers. The article focuses on the financial services industry,...

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