Not Your Father’s (or Mother’s) Customer Service
Making customer service a vital focus in your organization can transform a forgotten department or role into a competitive advantage.
The Most Important Customer Service Question
“Will your customers recommend your products or services to someone else?”
The Power of Perceptions in Shaping Customer Satisfaction
Is the glass half empty or half full? The definition resides in your customers’ eyes.
6 Reasons Why Complaining Customers are Golden
We don’t always think of customer complaints as opportunities, but that’s just what they are.
Customer Satisfaction: What Yardstick Do You Choose?
When considering your performance, consider the yardsticks of your customers.
How to Optimise Customer Feedback from Numerous Sources
Can’t see the wood for the trees? Learn how to identify and develop key customer messages.
You Are the Leader – Customer Excellence Begins with You
Your organization is like an engine – and you are the switch that can ignite excellence.
Building Loyalty – 5 Steps to Succeeding in Difficult Times
How to consistently deliver a truly awesome customer experience each and every day.
Do You Use Customer Satisfaction Surveys?
Ideas and research for making the most of customer satisfaction surveys.
3 Reasons Why Companies Aren’t Developing Outstanding Customer Service
Developing outstanding customer service is doable for any size business – so why is it not happening? Find out in this article.
How to Keep Your Customers Coming Back – Understanding Customer Retention
A customer retention strategy is important for any business. Here are some key points to consider.
Customer Loyalty Is the Key Measurement for Success
Are you missing the one figure that never shows up on financial reports: loyal customers? Learn how to address this key performance measurement.
Defog the Mirror of Customer Satisfaction
Are you using Alice in Wonderland’s mirror to look at your company’s customer service?
5 Simple Steps to Improve Your Customer Service Right Away
Do you need to turn around your customer service fast? Here are 5 simple steps that you will help make a difference right away.
Is Your CRM System Doomed to Fail?
Make your CRM implementation a success by first defining these essential rules of use.
Learning from Your Employees’ and Customers’ Complaints
Listening to customer complaints is an important part of every manager’s job. But let’s not forget our employees’ complaints too.
Motivate Your Team for Outstanding Customer Service
How do we support and motivate our customer service team to give outstanding customer service? The following are five secrets to motivate your customer service team to give exceptional customer service.
Turning Customer Service Inside Out
Focusing on your internal customers is just as important as focusing on your external ones. Learn more in this article.
Customer Service Policy Geared for Excellence
An excellent customer service policy is important for any organization. This article explains why and provides some key points to get you started.