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How to Keep a Customer Service Program Alive

I have spoken with several clients over the past few weeks about how to “keep their customer service improvement process” moving forward and alive.  They have been at it for several years and performance has plateaued.  What were my ideas on getting new life into the program? 

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Keeping the Experience Alive and Vital

Many companies have had a formal customer experience program in place for many years. They have accumulated thousands, and in some cases, hundreds of thousands of interviews. Employees have completed training, and new technologies have been implemented to improve the customer experience. Among our long-time clients, all have a customer experience that is superior to what it was in the past. As I work with these clients, I have had several discussions about how to keep their program both fresh and effective. I want to outline some suggestions that can help keep the feedback component of your program alive and well:

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Rethinking Risk in Customer Experience Improvement

Over the past few years, we undertook rewriting a major part of our customer portal software to make it easier to use. 

It took a lot of time, money, nights and weekends, and we ran into our fair share of bugs and headaches along the way.

After we had launched the update, I thought “rewrites aren’t for the risk averse!”

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To Transform your Customer Experience, Make a Change Every Day

According to the internet, Jeff Bezos once said: “It's our job every day to make every important aspect of the customer experience a little bit better.”

It’s an incredibly powerful idea for anyone with customers, i.e., every single business!

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Employees, Customer Service and the Connection

I have written on several occasions about the need to focus on both the customer and employee when improving customer service. After a recent trip visiting clients I want to revisit the topic again. 

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How Much Does a Follow Up Call Matter?

A friendly smile. A welcoming voice over the phone. Someone who makes an extra effort to make sure you are pleased. These things matter in customer experience, but since many of these “little things” are in the eye of the beholder, it is difficult to know just how much impact they have. Did you know there is one simple thing you can do that will improve your customer experience score?


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Sold! Why customer recommendations matter in B2B sales

A couple weekends ago, after many hours of online shopping and discussion, my wife and I were ready to buy a new family sofa.  We embarked on furniture store visits starting at IKEA, where we and our two boys sprawled out on a sectional sofa for some “real world” testing.

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Service Quality and Sales Growth: Another Connection

A recent research project for a client opened our eyes to the impact that high-quality customer service has on growth.  This client has used our transactional survey process for five years. 

We compared the service growth over a four-year period by individual customer account with the responses from each customer account to the Net Promoter® question (willingness to refer).

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Sears:  Could Better Service Have Saved It

Sears is now in bankruptcy. Creditors are pushing for a sale of its assets because they view the holdings of the company as more valuable than its worth as a going concern. Why this ignominious end? The reasons for the company’s decline are many and varied.

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Engaging Your Employees = Working on Your Company’s Engine

I recently toured  a client’s impressive heavy equipment sales, parts and service facility and I had a realization during the tour, "Your employees are the engine of your company."

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