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Service Intelligence

Providing outstanding customer service is one of the most rewarding yet challenging activities within any organization. Exceptional organizations that provide outstanding…

Mark Crocker May 27, 2019

Moments of Truth

Customers have never had higher expectations – or been more empowered than they are today. How you respond to, and take care of, your customers across all of their…

Optimize Blog March 5, 2018

Serving for the Match

Most people would agree that there is some value in providing good service. An abundance of literature exists that state great customer service makes a company more…

Optimize Blog February 13, 2017

Simple Service Secrets

Good customer service is considered a valuable asset but the reality is that it’s actually a fundamental in delivering a sustainable organization. If you are aware…

Optimize Blog May 30, 2016

Attitude Adjustment

Providing outstanding customer service is one of the most rewarding yet challenging activities within any organization. Exceptional organizations that provide outstanding…

Optimize Blog April 25, 2016

More on Trust

Following our last blog we’ve been asked to expand on trust and why it is important both in relationships within the organization and relationships externally…

Optimize Blog October 6, 2015

Tales from the Front Line

Too many customer service excellence and customer-centricity culture initiatives end up feeling to employees like they’ve been arbitrarily imposed from on…

Optimize Blog January 19, 2015

Customer Crazy

We have just read a report [1] that states that 65% of 1,000 consumers surveyed said they’ve cut ties with a brand over a single poor customer service experience.…

Optimize Blog December 11, 2014

Blind Faith Hits a Wall

We wrote a paper some time ago based on the old Chinese saying that “A man who doesn’t smile should not open a shop’. For those of you interested you can find…

Optimize Blog July 24, 2014

One and Done

Statistics consistently reinforce that the biggest challenge in today’s customer facing business environments is employee training. The reality is that losing…

Optimize Blog July 3, 2014

Sick as a Parrot

What is it with Bank of America?  Some of you may recall that we’ve commented before on their seemingly random approach to customer service and, yet again,…

Optimize Blog March 12, 2010