It’s not about the customer…
Customer service is a sometimes long-forgotten asset. To create unforgettable customer service, you need to begin with unforgettable employee experiences.
Home for marketing and customer service professionals
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.
Apostles and Terrorists – Understanding Customer Loyalty
We love this model – created by Harvard Business School professor James Heskett and developed by the likes of Jones, Sasser, Xerox and Intuit.
Ten Tips For Impeccable Customer Service
If you want to be able to stand out from the crowd and offer truly great customer service instead of just empty promises, here are ten great tips that will help.
Study finds word-of-mouth’s impact on loyalty
In an unfavourable economic climate, companies must focus more than ever on superior customer experiences.
The Most Important Customer Service Question
If marketing is the fuel for your business then customer service is the octane…
You Are The Leader - Customer Excellence Begins With You
Your organization is like an engine - and you are the switch that can ignite excellence..
Leverage the Six Stages of Customer Loyalty: Attract Suspects and Convert Prospects
Customers become loyal to your company and its products and services one transaction at a time.
Word of Mouth Versus Traditional Marketing. Friend or Foe?
Social marketing is fast becoming a steady fixture for the majority of marketers.
Turning Customers Into Good Corporate Citizens
For many businesses, customers are only useful because they buy. You can’t knock that, but there is so much more that customers could do.
The Customer Complaint Iceberg
This research shows that for every 26 unhappy customers, only one will lodge a formal complaint with Management.