A New Customer Service Conversation Builds Brand & Customer Loyalty
Companies face tough customer service issues – how to sync their systems and processes to the whole idea of customer and brand loyalty, what to do to light a fire in their own employees to care about...
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It’s Emotional! Customer Emotions Drive NPS
It’s Emotional! Net Promoter Score is an emotional score. Whether or not a person recommends a product, service or company to his family or friends is an emotional decision. I believe there are three...
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Only Precise Front-Line Behaviors Will Deliver Brand Promise
What is your brand behavior? The right offer to the right customer is not enough. When the offer is acted upon, the right behavior must also be in place to support the brand and the brand promise....
View ArticleSocial Media & Excellent Customer Service – It’s Social!
Excellent customer service is now and always has been Social Media. The difference between now and then is that the speed, depth and breadth of communications has put a lot more power in the customer’s...
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Get Them to “Feel the Love” – Customer Emotional Needs Generate Customer Loyalty
A very nice article here, Mr. Lieu – like versus love is an excellent analogy. The difference between like and love is found in their emotional foundations. We have found that in order to create...
View ArticleThe Wise CEO & the Human Dimension – What Creates the Final Score?
In the present confusing and conflicted global market environment, pressures and challenges intensify on today’s CEOs to deliver short-term results without losing sight of long-term goals and plans or...
View ArticleCustomer Loyalty – Convenience or Emotional?
The word loyalty is thrown around quite a bit inside the customer service world today. Numerous books and scores of articles have been written and blogs posted about the importance and relevance of...
View ArticleDriving NPS – The Three “Must-Dos”
We enjoy working with companies that use a robust NPS measuring system. When measured effectively, NPS can give a company quick feedback on initiatives designed to improve customer loyalty. Today’s...
View ArticleDriving Net Promoter Score & Brand Loyalty: Is It the Car or the Driver that...
We are not Formula One racing experts, nor are we really even fans of the sport, but we are aware of the long-standing debate in the racing community among experts and fans about whether it’s the car...
View ArticleIncrease Customer Retention: Don’t Send Them to the “Re-Tension” Queue!
Re-Tension: A second phase of tension that a company quickly creates for a customer who has finally decided to eliminate the first phase of tension that builds up slowly in that customer due to the...
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Deconstructing the Screams – The Emotional Component of Customer Service Skills
A few days ago, I was drinking my morning coffee, skimming through my internet news updates when two headlines struck me – “Temper Tantrum Study: Children’s Episodes Involve Intertwined Feelings Of...
View ArticleCall Center Agents are Your Brand! Call Center Identity Crisis (Part 2)
In today’s wired world the demand for excellent customer service is ever increasing. Customers have a louder voice today than they ever have. One poor interaction with a customer can create a ripple...
View Article3 Resolutions for Excellent Customer Service in 2012
Well, the ribbons are barely off the holiday packages and we are still digesting the last of the figgy pudding, so that means it must be time for us to fill the air with lots of resolutions for 2012....
View ArticleNavigating the Customer Loyalty Highway: Avoiding a Crash from Negative...
Customer experience research from the Customer Contact Council tells us that reducing customer effort is a critical component in building customer loyalty. The more actual, or even perceived, effort...
View ArticleTop 10 Ways to Build a Customer-Centric Organization & Profitable Business
Satisfied customers aren’t enough. To drive profitability you must generate customer loyalty and orient your entire organization around that mission. Real customer loyalty is not a short-term...
View ArticleIs the Customer Service Experience You Create Typical or Transformational?
I recently had to call my Internet provider because my monthly bill had gone up unexpectedly by around 20%. I remember being particularly busy that day with work and other responsibilities, but I...
View ArticleHow to Motivate Your Customer Service Agents
Our front-line customer service agents are the heart and soul of our customer service operations. After all, the customer service agents are the ones who actually interact with our customers, day in...
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What is Customer Loyalty? It Doesn’t Always Add Up
My youngest son, Jeffrey, was never very good at math. He struggled from the earliest 3 and 4 times tables and could never find his comfort level after that. It wasn’t for lack of trying (well, maybe...
View ArticleCustomer Satisfaction Can Still Be Satisfying, Even When It’s Not Enough
I have read several blogs and articles lately that seem to be into dissing customer satisfaction as a legitimate call service center metric. Some of the authors of these articles go to great lengths...
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Sustaining Customer Loyalty: Do You Think You Can?
I am sure you remember the children’s story The Little Engine That Could. The tough little blue engine just doesn’t quit. He sees the hill in front of him, musters the courage to tackle it and begins...
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