Delivering effective customer service is not a program, a back office function or an initiative – it’s a way of doing business that produces value...
Read More >>>Tag Archives: customer relationships
Managing Customer Feedback in Real Time
Managing customer feedback includes both short and long term objectives. It involves responding to feedback as it occurs and collecting and analyzing feedback from many...
Read More >>>Harnessing Customer Service for Product Innovation
When data from customer service interactions is captured and shared and acted on, the entire organization benefits. Customer service can help the organization pinpoint and...
Read More >>>Empowering Employees as Customer Advocates: Overcoming Barriers
The idea of empowering employees to be customer advocates sounds great to many leaders—in concept....
Read More >>>Championing the Customer in Everything You Do
My newest course on LinkedIn Learning is “Championing the Customer in Everything You Do.” It is intended for any role in the organization, at any...
Read More >>>What Do Your Customers Want? 10 Expectations to Guide Your Service Strategy
Understanding what customers want is essential to building an effective customer service strategy. In turn,...
Read More >>>The Enablers: 3 Essentials for High-Quality Customer Service
Some managers assume that quality standards are primarily for individuals, those actually delivering the service. But don’t miss half the fun and half the value....
Read More >>>Your Work Makes a Difference
We all spend a high percentage of our waking hours working. For most of us, the primary reason is very practical: we require the means...
Read More >>>Customer Feedback: Innovate, Realign and Read Between the Lines
Managing customer feedback is ongoing. It’s a way of doing business, and you get better...
Read More >>>The Contact Center of the Future’s Role in Customer Experience
Recently, Blake Morgan invited me to be a guest on her podcast. I’ve admired the work Blake has done for...
Read More >>>Unmasking the Service Illusion: Why Listening to Customers Matters More Than Ever
Consumer Reports’ November/December 2023 issue is on newsstands now. The company’s flagship website and magazine...
Read More >>>AI in Customer Service: The Nifty 9
When it comes to using artificial intelligence, many organizations just jump in and automate what they can, but those with the best service start first...
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