Chris Stiehl
Chris Stiehl
Chris has helped companies save money and sell more by understanding their customers better. He once saved a company $3 million per year for a one-time research expense of $2K. What does your competition know about your customer that you don't know?
Do Your Call Center Workers Like Working There? They Should!
Are your customer service representatives happy in their work? Are they proud of what they do? In my experience, it is rare to get...
What Else Can You Do for Me? Nothing!
Do you see your customer contact center as a strategic advantage or as a necessary evil? When I was working for a utility, we hired...
Startling Statistics!
Startling Numbers! I have returned home from Kuala Lumpur and the conference there on customer service. It was a great experience! I met some fascinating...
Employees Will Spread the Word, so Consider the Message Carefully
There is no doubt that employee attitudes about their company can influence the way the customer views the company. Two stories from my past...
When It Comes to Customer Experience, Saturn Runs Circles Around the Competition
A few years ago, when I worked at Cadillac, we studied the customer-buying experience in great detail. Our customers talked about how uncomfortable they...
Manage Key Accounts as If They Were Key!
The idea behind singling out key accounts is that you will treat them as special, giving them the recognition and treatment they deserve. If...
Make Sure Your Entire Organization Is on the Same Path
Company XYZ (a real company, whose name I'm withholding) has an extensive toll-free customer service program. The company makes a technical product, and its...
Start a Trend: Treat Your Sales Staff Like Customers
Have you ever thought of your sales staff as customers? Henry Ford thought of his employees as customers for his cars. He wanted to...
Does Higher Customer Satisfaction Mean More Sales?
Does Higher Customer Satisfaction Necessarily Mean More Sales? In brief, the answer is "No!" – you must do more than merely drive customer satisfaction scores...
Find Out What the Customer Wants, First
In the early 1990s, while working on the new car designs at Cadillac Motor Car Co., I found that our customers had a different...