The Direction of Your Customer Service Improvements
I was working with a client recently that was in the early stages of improving their customer service process. They felt the need to improve the process because a couple of their competitors were making a big noise in the market about their customer service teams and their customer service programs. The situation was becoming [...]
Intentional Common Sense
In a recent planning conversation with a new client, I was reviewing the CEO’s knowledge of his customers, their decision making behaviors and what drives customer loyalty to his business. After a series of very information specific questions, the CEO looked at me and realized I was asking him questions that we both new he [...]
Understanding the Irate Customer
When dealing with an irate customer, how does your team manage the resolution process? Customer frustration and dissatisfaction is often manifested through emotional channels–anger, rage, raised voices, nasty words. While the real issue may not be as emotionally charged, it usually is displayed this way because too many businesses have conditioned their customers to openly display their unhappiness to be heard, seen [...]
The Direct Connection to Stability
The stability of any business is directly linked to the strength of the connection between team and customer. Significant or disruptive churn in either of these areas, puts businesses at risk. Employees are the direct and influential connection to customers. Nothing is more disruptive to revenue stability than a disengaged, demotivated team. Yet, businesses still [...]
Where You Spend Your Money
Where I spend my money is not defined as much by what I need as by what I want. When it comes to spending money, I have plenty of choices. Whether I need clothes, food, a new car, a flight, a new place to live, the defining criteria is not what I need. The criteria [...]
