It's All About Attitiude
Providing outstanding customer service is one of the most rewarding yet challenging activities within any organization. Exceptional organizations that provide outstanding…
Building a Winning CRM Strategy
“Getting the right product, to the right customer, at the right time, via the right channel at the right price supported by excellent customer service” is the…
Service Intelligence
Providing outstanding customer service is one of the most rewarding yet challenging activities within any organization. Exceptional organizations that provide outstanding…
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…
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…
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…
Attitude Adjustment
Providing outstanding customer service is one of the most rewarding yet challenging activities within any organization. Exceptional organizations that provide outstanding…
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…
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…
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.…
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…
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…
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,…