Stand Out! Brand Your Customer Service.

Sometimes customer service reps do everything “right” but miss the point of your brand entirely. You work hard to define your brand, but if you ignore the capabilities of customer service to communicate your company’s values, you miss a crucial opportunity to show customers that your brand is not just a logo, it’s a set […]

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Improve Customer Service | The Proven Plan

5 Steps That Will Improve Customer Service: Decide what you will add. To impact loyalty and sales, satisfaction isn’t enough. Catalogue your interactions completely. Customers are different. The bane of customer service is sameness thinking. Define your evaluation criteria precisely. You can’t manage what you don’t measure. Report your results frequently. Ongoing feedback—it’s key to […]

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Big Data: Does it Improve Customer Service?

Big Data. Conferences, businesses, bloggers—everyone wants in on the action. In particular, customer service organizations want Big Data because they believe that parsing multiple streams of information will improve service and, therefore, boost customer loyalty. And, certainly, customer service needs to improve. After all, the best companies in the world barely achieve an NPS (Net Promoter Score) over 60. […]

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Branding Customer Touchpoints: Why Most Companies Aren’t Cutting it

With the dramatic success of startups like Dropbox, Groupon and Twitter, many people are wondering, what’s their secret? Forrester’s Kerry Bodine took note of one innovative approach shared by all three companies: these newer companies seek to actively brand and engage customer feelings at even minor customer touchpoints such as the confirmation email, bill, etc. […]

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