February 15th, 2010
We love this model – created by Harvard Business School professor James Heskett and developed by the likes of Xerox and Intuit. Read the rest of this entry »
Tags: Apostles, Best Friends, Customer Base, Customer Loyalty, Good Word, Harvard Business School, Heskett, Hostages, Interesting Research, Internet Age, Intuit, Mercenaries, Monopoly, Professor James, Sasser, Satisfaction, School Professor, Terrorists, Word Of Mouth, Xerox
Posted in Edition 20 | No Comments »
January 19th, 2010
In many companies contact center employees are very often its customer’s primary touch point, and thus the most important vehicle in serving the customers. Read the rest of this entry »
Tags: Act, Business Strategies, Contact Center, Customer Advocates, Customer Base, Exact Moment, Experiences, Goals, Loyalty, Poor Customer Service, Prerequisites, Relationship, Satisfaction, Self Service, Surveys
Posted in Edition 19 | No Comments »
January 19th, 2010
We love this model – created by Harvard Business School professor James Heskett and developed by the likes of Jones, Sasser, Xerox and Intuit. Read the rest of this entry »
Tags: Apostles, Best Friends, Customer Base, Customer Loyalty, Good Word, Harvard Business School, Heskett, Hostages, Interesting Research, Internet Age, Intuit, Mercenaries, Monopoly, Professor James, Sasser, Satisfaction, School Professor, Terrorists, Word Of Mouth, Xerox
Posted in Edition 19 | No Comments »
September 27th, 2009
Complaining, complaining, complaining…more and more people are complaining about everything.
Read the rest of this entry »
Tags: 3g, Amazon, Anger, Apple, Catch 22, Communication Channels, Constructive Criticism, Customer Complaints, Customer Input, Dogpile, Free Software Upgrades, Interplay, Iphone, Market Transparency, Marketer, Raising The Bar, Satisfaction, Seth Godin, Speedy Delivery, Unhappy Customers
Posted in Edition 14 | No Comments »
September 26th, 2009
Complaining, complaining, complaining…more and more people are complaining about everything. Read the rest of this entry »
Tags: 3g, Amazon, Anger, Apple, Catch 22, Communication Channels, Constructive Criticism, Customer Complaints, Customer Input, Dogpile, Free Software Upgrades, Interplay, Iphone, Market Transparency, Marketer, Raising The Bar, Satisfaction, Seth Godin, Speedy Delivery, Unhappy Customers
Posted in Edition 13 | No Comments »
September 26th, 2009
In many companies contact center employees are very often its customer’s primary touch point, and thus the most important vehicle in serving the customers. Read the rest of this entry »
Tags: Act, Business Strategies, Contact Center, Cross Selling, Customer Advocates, Customer Base, Exact Moment, Experiences, Goals, Loyalty, Poor Customer Service, Prerequisites, Relationship, Satisfaction, Self Service, Surveys
Posted in Edition 06 | No Comments »
September 26th, 2009
In many companies contact center employees are very often its customer’s primary touch point, and thus the most important vehicle in serving the customers. But unfortunately most of the time these important employees have become controlled by handling and hold times, rather than building the important relationship between customer and company. Read the rest of this entry »
Tags: Act, Business Strategies, Contact Center, Cross Selling, Customer Advocates, Customer Base, Exact Moment, Experiences, Goals, Loyalty, Poor Customer Service, Prerequisites, Relationship, Satisfaction, Self Service, Surveys
Posted in Edition 05 | No Comments »
September 26th, 2009
Whenever you attend marketing, management or customer service conferences, you will hear the same exciting thing every time.
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Tags: Benefit, Buzz, Call Centers, Commodities, Competing Products, Customer Experience, Customer Satisfaction, Customer Service Conferences, Customer Strategy, Emotion, Important Facts, Insights, Management Consultants, Marketing Management, Marketing Research, Phone Service, Quotes, Satisfaction, Sentences, Service Customer, Service Marketing, Shaun Smith
Posted in Edition 04 | No Comments »
