John Miller
John Miller
Pretium Solutions is the premier provider of cutting-edge, sustainable and globally recognized customer service, call center and sales training, consulting and leadership programs. Pretium shows companies how to create, build and maintain customer loyalty, the most important measure of a company's success with its customers and the most profitable customer service outcome, and how to live out the company brand promise where it counts the most – on the front line.
Why Call Center Training, By Itself, Doesn’t Work
I know this may sound strange coming from a principal of a company that provides call center training around the globe. However, my...
Engrain Your Brand Vision in Your People & Excellent Customer Service Will Follow!
Any customer experience may be so typical that sometimes you don't even notice it anymore. You walk into a retail outlet, a...
The Winning Mindset for Call Center Management
Ok, so you are extremely busy, moving from one meeting to another, from one project to another, checking on the status of this system...
When is the Best Time for Executive Coaching?
Lisa, our Vice President of Marketing, is having some issues. She is not getting along very well with some other members of the...
Net Promoter Score – Nothin’ But Net!
Another season of March Madness is upon us! For the next three weeks, sports fans throughout the United States will be tuned into...
Playing Only to Net Promoter Score (NPS) Promoters: Good Business or Risky Venture?
Recently, I came across an interview of Rob Markey, co-author of the Ultimate Question 2.0, about the current state of the Net Promoter...
How to Create a Customer-Centric Organization
The goal of any professional sports team is always to win the ultimate prize. As many of us saw this past weekend, in...
Sustaining Customer Loyalty: Do You Think You Can?
I am sure you remember the children's story The Little Engine That Could. The tough little blue engine just doesn't quit. He...
Customer Satisfaction Can Still Be Satisfying, Even When It’s Not Enough
I have read several blogs and articles lately that seem to be into dissing customer satisfaction as a legitimate call service center metric. ...
What is Customer Loyalty? It Doesn’t Always Add Up
My youngest son, Jeffrey, was never very good at math. He struggled from the earliest 3 and 4 times tables and could never...
How to Motivate Your Customer Service Agents
Our front-line customer service agents are the heart and soul of our customer service operations. After all, the customer service agents are the...
Is the Customer Service Experience You Create Typical or Transformational?
I recently had to call my Internet provider because my monthly bill had gone up unexpectedly by around 20%. I remember being particularly...
Navigating the Customer Loyalty Highway: Avoiding a Crash from Negative Customer Emotions & Effort
Customer experience research from the Customer Contact Council tells us that reducing customer effort is a critical component in building customer loyalty. The...
3 Resolutions for Excellent Customer Service in 2012
Well, the ribbons are barely off the holiday packages and we are still digesting the last of the figgy pudding, so that means it...
Leadership Skills or Behavior? The True Lessons From the Race to the South Pole
In Kishore Sengupta and Ludo Van der Heyden's HBR blog article "Leadership Lessons of the Race to the South Pole," they recap the conquest...