Articles

Maybe you gave your customer exactly what he wanted. Maybe you did everything the right way. Maybe that is not enough to create customer satisfaction. Read more

If a customer service representative’s slightly-errant word choice is capable of damaging your customer experience, odds are good that the experience is already broken. Read more

Before focusing on specific strategic blueprints for maximizing social media, leaders need to assure they do not fall victim to the most fundamental of pitfalls; one which, in and of itself, can completely cripple the organization’s ability to ever succeed with social media. Read more

The buzz and instruction frequently encountered by call center leaders does not necessarily align with what they perceive as most crucial to success. Read more

Tens--if not hundreds or even thousands--of moving pieces can factor into every customer relationship your organization maintains. But at the end of the day, it is YOUR customer experience. Own it. Read more

In the slightly-smarmy words of Domino’s CEO Patrick Doyle, “I’m not crazy.” Read more

Call center "performance metrics" are essential, even in this era of longer, "strategic," relationship-minded calls. But when benchmarking against metrics like FCR, be careful not to fall into a very deadly trap. Read more

A line needs to be drawn when it comes to the egregious overuse of tired, weightless “buzzwords” in product branding and marketing Read more

Customer experience success does not come from doing one or two things especially "right." Read more

Think how damaging it could be if even ONE negative review of your restaurant ended up on Yelp. Now consider the impact of systematically driving a substantial chunk of an entire race to share the same ill-will. Read more

Our group of call center and customer service leaders identified 25 challenges that must be addressed prior to achieving success with social customer care. Do you have the answers? Read more