So you want to create a customer service culture... recruit for attitude first!
I often recommend to my clients that they only interview (and recruit) people who have "the right stuff between their ears". By that I mean that candidates will not even be interviewed if they do not...
View ArticleThe Customer Experience-Loyalty Connection
Known key facts from previous Foster research are:While 56% of managers think they are customer-centric, only 12% of their customers agree.81% of companies with strong capabilities and competencies for...
View ArticleCustomer Focus comes also from the inside out.
The immediate assumption when we talk about “improving customer service” is that we refer to the activities of customer-facing team members who directly “serve” our external customers, clients, buyers,...
View ArticleThe 85/15 Rule: Get at the Root Causes of Poor Customer Service
I am a fervent fan and former associate of author, speaker and consultant Jim Clemmer. He is insightful, pragmatic and accasionally coins some new expression such as "snoopervisor". He is about as...
View ArticleHow serious is your CEO about Customer Focus?
After 25 years in this business as a consultant I can only agree with all colleagues that leadership is at the heart of sustainable success. No organization shall rise above its leadership... I keep...
View ArticleGreat service does not always lead to customer loyalty
From the blog of consultant Mitchell Osak.Conventional wisdom says that consistently providing service excellence will deliver high levels of retention. According to new research from the Harvard...
View Article9 Customer Service Principles Essential for Any Business
How do you apply your customer service principles in practice? Did you even list your principles?Customer service is paramount for every business, whether it´s online or offline. That´s why customer...
View ArticleAn App That Makes Customer Service Hold for You
Have you ever wondered, while you wait on hold for a customer service representative, if there was a way to get your problems resolved without spending your time listening to Muzak?FastCustomer, an app...
View ArticleCustomer Focus: How to Make It Happen
Graham Clark sees it my way. He is a senior lecturer at the Cranfield School of Management in the UK [Note that this post is in British English]It seems such a simple equation; good customer service...
View ArticleSix common reasons why ‘customer centricity’ initiatives fail
Richard Whitely is the author of The Customer-Driven Company, Customer-Centered Growth, Love the Work You’re With and, most recently, The Corporate Shaman. He is a co-founder of The Forum Corporation....
View ArticleCustomer Service Moments of Truth - A reminder of the basics
A lot has been written about customer service over the years and most of it is true. We have all read and, most importantly, learned the significance of customer service excellence from our own...
View ArticleAdvice From Effective Voice of the Customer Leaders
Every year the Voice of the Customer (VoC) Awards process gives Forrester's Andrew McInnes and his fellow judges the opportunity to explore the inner workings of the day's best VoC programs.Here are...
View ArticleThe People > Service> Profit Chain
I was asked to write a blog entry for DrakePulse which connects the HR community with Drake International. Here is what was published.The companies with the sharpest customer focus and who have made...
View ArticleClik here to view.
Can you improve customer service and profitability by Exorcising Demon...
During the many customer service improvement workshops I have conducted I have often heard participating front employees observe the difficulties and dilemmas of dealing with those difficult customers...
View ArticleGrow your Share of Wallet in multiple-supplier B2B accounts and boost profits
B2B Sales & Marketing Executives:GROW YOUR SHARE OF WALLET IN MULTIPLE-SUPPLIER ACCOUNTS AND BOOST PROFITSThe case for growing Share of WalletIn many of today’s stagnant or shrinking B2B markets...
View ArticleB2B Customer Experience Scores Are Low And Excuses Ring Hollow
Forrester's Paul Hagen posted this blog entryThe customer experience for companies doing business with other companies stinks. Three independent studies that Forrester Research has conducted over the...
View ArticleCustomer Service Through Social Media: The game has changed
States Harry Rollason of Useful Social Media: The rise of social media has changed customer service beyond recognition.In today’s competitive landscape, customer service is more important than ever. A...
View ArticleMoments of Truth for Customer Experience Management
Despite spending significant sums on studying and improving customer experience, many companies are simply not seeing the customer loyalty they want.By Eleanor Bloxham, CEO of The Value Alliance and...
View ArticleSix New Voice of the Customer Trends
Source: The Vovici blog "The Listening Post".Andrew McInnes, Analyst with Forrester Research Inc., presented six new trends and framed them by discussing the value of customer experience and Voice of...
View Article“You Are Richer Than You Think.”
In my previous blog entries I have argued about the validity of the People > Service > Profit idea, the importance of Hiring Right and the fact that often good people are stopped by bad processes...
View Article
