John Miller

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 colleagues and I truly believe 100% in the following statement: Call center training, by itself, doesn't work. I have spent more than...

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 fast food restaurant or a convenience store and the person serving you looks at you through bleary eyes, almost completely...

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 and that process. You have barely had a chance to breathe throughout your hectic day. Ahhhh, just another...

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 executive team, and she seems to be executing on her own agenda. She could probably benefit from some executive...

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 the NCAA Men's Basketball Championship Tournament and basketball fever will be in full swing. Games and tournament brackets (and...

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 Score movement. The interviewer, Peter Fader, is the co-director of The Wharton Customer Analytics Initiative and a Professor of...

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 American football, the ultimate prize is the Super Bowl. In European football, it's the World Cup. In baseball,...

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 sees the hill in front of him, musters the courage to tackle it and begins churning up and up, slowly...

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. Some of the authors of these articles go to great lengths to point out the reality that satisfied customers are...

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 find his comfort level after that. It wasn't for lack of trying (well, maybe sometimes it was). He...

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 ones who actually interact with our customers, day in and day out. Our customer service agents are the ambassadors...

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 busy that day with work and other responsibilities, but I figured I had better make time to call them while...

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 more actual, or even perceived, effort customers must invest in the customer experience, the lower the chances they will start...

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 must be time for us to fill the air with lots of resolutions for 2012. In these waning days of 2011,...

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 of the South Pole exactly 100 years ago and explore the leadership lessons learned from the famous race between two...

New Posts