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 an enabler. When customers wait too long, they will often verbalize their criticisms when they finally do reach an employee. Valuable time is spent apologizing and delivering service takes more time. Employee burnout can increase. …

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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 all seem plausible. How can you determine which root cause deserves your attention? In this video, I summarize three tools that we often recommend for their usefulness in customer service settings. This video is from …

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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 in customer experience lead to increased customer loyalty, better business results and a stronger brand reputation. Consider the old adage about building the best-quality horse buggy in town: it doesn’t matter if no one wants it. A lesser-known but similarly powerful principle is also at …

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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 of this. Sadly, businesses lose advocates daily. Often, this stems more from neglect than from anything we do. The video below looks at five principles for maintaining trust and keeping the momentum going. This video …

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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 is to provide services that satisfy changing consumer demands. Those who fall behind pay a brutal price: dissatisfied customers, insufficient support from the organization and low morale in the contact center. But those who stay ahead of the curve enjoy strong customer loyalty and the …

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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 structured their advocacy programs and five traits of successful initiatives. The video is from my LinkedIn Learning Course Customer Advocacy. Traits of successful customer advocacy initiatives from Customer Advocacy by Brad Cleveland

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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 they do. In a recent LinkedIn Learning Course that I recorded, Customer Service Leadership, I include some suggestions for doing that and some sources of insight to consider. Each source of insight has a story …

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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 be missing a huge opportunity. Customer advocacy creates what some refer to as your most powerful sales force. Learn more about the benefits of brand advocacy in this recent Lynda.com video from my course Customer …

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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 around? One of the past issues of The Edge of Service® Newsletter suggests the answers to these questions is both! Take a few minutes to read this issue (The Edge of Service® Newsletter Issue 21: …

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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, but the principles apply to many other industries. Lindsey Groepper of BlastMedia and John Rampton of Due were also interviewed for the article. You can read it here.

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