You know the stories about companies that were successful—until they weren’t. Kodak. Blockbuster. Gateway. These were solid companies with high-quality products, operating under established business...
Read More >>>Tag Archives: strategy
10 Components of a Customer Access Strategy
Whether you’re a one person building contractor, a technology start-up, a government agency, or a global airline, you need a customer access strategy that defines how your organization will interact...
Read More >>>The Customer Experience Sixpack
Just as there are six flight characteristics essential to pilots (which they refer to as the “sixpack”), there are six dynamics essential to customer experience...
Read More >>>Developing Your Service Strategy
Whether you’re a one person design company, a 50 person software startup or a global airline with thousands of employees, you need a strategy for serving your customers. Strategy...
Read More >>>Build the right skills, knowledge, and leaders
When developing an effective customer service strategy, you will need to include how to build the right skills, knowledge, and leaders. I’ve found in many...
Read More >>>The importance of effective service strategy
Customer service should work so well that it enables you to focus on what really matters: delivering on your organization’s mission and promises, and engaging...
Read More >>>Principle #5: Customer Service Initiatives Can Lead to Significant Strategic Value
Customer service initiatives have enormous potential to improve customer experience and boost strategic value. For...
Read More >>>Using Strategy to Guide Decisions and Direction
Organizations that consistently use their strategies to help guide decisions tend to go from strength to strength. They make better decisions and then have a...
Read More >>>Customer Access Strategy as Playbook
Does a customer access strategy sound like something that would be nice to have? Actually, it’s vital. Just ask anyone who’s part of the University...
Read More >>>Customer Service Strategy: Avoid Common Pitfalls
Herb Kelleher, co-founder and former CEO of Southwest Airlines, once said, “We have a strategic plan. It’s called doing things.” He makes a great point....
Read More >>>Article on Customer Service Trends
Sam Del Rowe recently wrote an article for www.destinationcrm.com titled “The Top Customer Service Trends: Building Better Service Beyond Voice.” In the article, Mike de...
Read More >>>Gauge the Effectiveness of Your Customer Service Strategy
Is there a secret to ensuring that your customer service strategy is effective? Are there common denominators among organizations getting the best results? I’ve observed...
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