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Jack Dempsey

Jack Dempsey
Jack Dempsey is the Chief Executive Officer of Pretium Solutions. Jack directs Pretium's revolutionary customer loyalty program, the Golden Touchpoint™, which is in active use in approximately 50 countries and over two dozen languages. Pretium Solutions is a premier provider of cutting-edge, sustainable and globally-recognized customer experience management solutions and customer service, call center and sales training, consulting and leadership programs.

Call Center Leaders Must Step Up to Boost Call Center Performance

One of the many incidents that inspired me to start my own company took place when I directed training inside a large telecom company. One day,...

How to Create Customer Delight

One of the more well-known customer service goals is delighting your customers, a self-explanatory outcome for sure, but exactly how do you go about...

Behavior: The First Mile of the Exceptional Customer Experience

I recently attended the CXPA Members Insight Exchange in San Diego. It was an excellent conference with well over 100 customer experience professionals...

Help Your Customer Service Agents Boost Net Promoter Score

In my blog post last week, "Is Your Call Quality Sheet Capping Your Net Promoter Score?", I wrote about how the typical call center...

Is Your Call Quality Sheet Capping Your Net Promoter Score?

When is the last time you seriously considered how the call quality sheet used in your call center impacts the customer experience and your...

Why First Call Resolution May Not Improve Your Customer Satisfaction Scores or NPS Scores

Of course, your first call resolution numbers are very important to you and your call centre. After all, you have worked very hard...

The Temptation of a Customer-Centric Organization: Cutting a Corner (Just One)

Business is great! Things are running smoothly. Production and service levels are high, expenses are under control, working capital is healthy and cash is...

How to Tell a Customer No: A Customer Service Skill

Having to say "no" to a customer can be a difficult pill to swallow at times, especially when you empathize with the customer's...

An Essential Customer Service Skill – Listening for Understanding

Mature communicators will listen with active interest! In order to listen with active interest, there are four key essential elements you must use to listen...

Top 10 Ways to Build a Customer-Centric & Profitable Business

Satisfied customers aren't enough. To drive profitability you must generate customer loyalty and orient your entire organization around that mission. Real customer...

Call Center Agents are Your Brand! Call Center Identity Crisis (Part 2)

In today's wired world the demand for excellent customer service is ever increasing. Customers have a louder voice today than they ever have....

Call Center Identity Crisis: What is Your Call Center Trying to Tell You About Your Brand? (Part 1)

Help!!! I have an identity crisis. You keep calling me a Call Center, and that's not really what I am. I...

Increase Customer Retention: Don’t Send Them to the “Re-Tension” Queue!

Re-Tension: A second phase of tension that a company quickly creates for a customer who has finally decided to eliminate the first phase of...

Driving Your NPS & Brand Loyalty: Is It the Car or the Driver that Wins the Race?

We are not Formula One racing experts, nor are we really even fans of the sport, but we are aware of the long-standing debate...

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