Both strategies require careful implementation and constant supervision!
By John Goodman and Peter North, Customer Care Measurement & Consulting
CCMC's latest National Rage study found that...
What's the payoff of aggressively communicating about problems?
Becoming easy to do business with is very highly correlated with loyalty, Net Promoter Score, and enthusiastic...
AI in general and ChatGPT specifically, have been advertised as a savior because it will cut costs while enhancing customer satisfaction. Looking more closely,...
Most service units focus on creating guardrails and consistency. This can create a lose-lose-lose for the customer, the employee, and the company via dissatisfaction,...
Many customer relationships involve the potential risk of encountering problems that the customer does not fully understand. In many cases, the customer does not...
Discard the illusion of fairness and actionability of the "random sample of 10 cases!"
When I interview contact center supervisors and managers to explore their...
Howard Lax, in his Dec 2nd, 2021 CustomerThink article, complained that everyone talks about CX but few take specific actions. Also, Alan Zorfas and...
The covid pandemic produced a strong move to self-service while still maintaining phone access for more complex issues. However, the results have not always...
I recently visited two clients who established a Customer Service Departmental goal of “always exceeding customer expectations.” One of the companies even instructed the...
The annual relationship survey is dreaded in many companies by both executives and customers. In moments of candor, descriptions of “waste of time, puts...
Why is it so hard to get CX initiatives funded?
Bob Thompson, CEO of CustomerThink.com, recently related to me that his conversations with customer experience...