January 9, 2016 Proactive Solutions Score: One Call Does It All Proactive solutions scores can tell you a lot about your customer experience and how to improve. The Scenario It’s a familiar scenario: you call a...Read more By Martha Brooke
December 9, 2015 The Hot Soup Surprise Was Great Customer Service! Great customer service is something that sticks with you for years. Not too long ago, while checking into a hotel on a damp San Francisco...Read more By Martha Brooke
January 9, 2015 Use Customer Service to Support Your Brand Customer service is an powerful tool that can support your brand or drag it down. Sometimes customer service reps do everything “right” but miss the...Read more By Martha Brooke
August 1, 2014 Comcast’s Mistake: Not Investing in Good Customer Service Training By now, you’re probably one of the millions of people who have heard Comcast’s current call from H***. And while the spotlight is on Comcast,...Read more By Martha Brooke
April 29, 2014 Why Customer Service Evaluations Matter This Sunday in The Haggler David Segal. “In a Stock Trade, It’s Man vs. Machine.” New York Times, April 27, 2014, David Segal looked at...Read more By Martha Brooke
April 4, 2014 Why the Right Customer Experience Metrics Matter Getting the right customer experience metrics is an essential aspect of customer satisfaction. According to a current Consumer Reports study, Customer satisfaction levels are particularly low...Read more By Martha Brooke
March 4, 2014 Need a Call Center? Ask These 4 Questions If your company is going to outsource its call center, make sure you find one that really knows how to evaluate customer service. Ask These...Read more By Martha Brooke
January 13, 2014 Reinforce Your Brand with Customer Service Does your customer service reinforce or weaken your brand? Our experience and research indicates that unless you’re taking explicit steps to brand customer service, your...Read more By Martha Brooke
December 12, 2013 3 Quick Tips to Improve Your Customer Experience The following tips to improve customer experience can help you boost your customer satisfaction quick. But first let’s take a look at the state of...Read more By Martha Brooke
