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Customer Service Measurements
Put A CORC In Your Budget To Improve Customer Loyalty
Alok Kumar is Chief of Operations for a major telecommunications company. In Kumar’s business, it takes eight to nine months of
... Read more‘I Want To Speak To A Supervisor' Part 2: How To Improve Customer Satisfaction
In my regular newsletter, I pointed out how companies should empower and support frontline staff to do what the supervisor ultimately does,
... Read moreMeasure Customer Satisfaction With Surveys That Are Worth The Time
A manufacturer complains that his customers rarely return the satisfaction surveys he sends out.
... Read moreHow Do Your Customer Service Skills Stack Up?
We recently escaped to a fancy resort for a weekend of relaxation.
... Read moreSpeed Up Turtles To Improve Customer Experience
The Corporate Events Manager at a leading high tech firm requested one of my demonstration videos.
... Read moreWhy Quality Assurance Is Not Enough To Improve Customer Loyalty
How can a company produce zero-defect products, boast dramatic cycle-time reductions, be certified for consistent, reliable performance...and still
... Read moreUse Customer Service Skills To Bring Complaining Clients Back
When you respond to a customer complaint, what do you hope will happen next? In many cases, the answer is ‘nothing’.
... Read moreMeasure Customer Loyalty And Look Into The Future
What is the difference between customer satisfaction and customer loyalty?
... Read moreImprove Customer Loyalty The Motorola Way
As an organizational goal, ‘customer satisfaction’ is obsolete. Customers expect satisfaction, and many businesses deliver it. Satisfying customers is
... Read moreNo News Is Bad News For Measures To Improve Customer Loyalty!
Many companies treat customer service as a necessary evil, an afterthought, only needed if mistakes and problems arise. This viewpoint is best
... Read moreHow Hot Are Your Customer Satisfaction Improvements?
A large bank came to me for the first time seeking a big improvement in their retail counter service. They asked me
... Read moreThe Playful Policy Review To Improve Customer Experience
This bizarre report arrived from a perturbed customer in Asia:
‘I wanted to play golf at a prestigious course in town, so I went
... Read moreGrading Customer Service Excellence
One workshop participant asked this question:
‘I’m designing a performance measurement system for our in-house technology team and have run
... Read more
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