Global Customer Service Barometer
The recent report published published by American Express® tells us the state of the customer service industry - with some interesting findings!
Tips for Hiring Customer Service Champions
Customer service representatives are the underappreciated front lines of any business. They will make the difference between keeping customers and having to go out and find new ones. Read this »
Relationship capital: the new currency in customer services
Companies are traditionally valued based on profit, assets and liabilities, but author Scott argues that these criteria may not be enough any more… Read this »
The 15 business benefits of a loyalty initiative
When justifying a loyalty initiative, too many executives focus ONLY on the financials, but there are 15 major business benefits - each a competitive advantage - that only a loyalty initiative can provide. Read this »
Why Regular Communication helps Customer Retention
If you think how much energy goes into winning a new client, customer retention is very important. And yet, good customers can slip away like slippery eels unless you are willing to keep in touch with them. Read this »
The Road to Customer Loyalty
Customer satisfaction has long been the predominant measure of a company’s success. Author Peggy Carlaw discusses how to start on the long, but rewarding path.. Read this »