Why David Segal got Corporate-Speak & Our Authentic Answer.

This past Sunday, The Haggler, David Segal (“Halving the Portion, but Not the Price.” New York Times, June 23, 2013) wrote about how companies protect their profits by reducing package volume while charging the same amount. In other words, 8 ounces of chocolate that were $2.89 are now 4 ounces, but the price is almost […]


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 […]


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. […]


Customer Service: It Takes More

HubSpot’s 10 Commandments of Customer Service covers some of the standards of good customer service, and that’s OK. But it’s not interaction thinking. If you have higher standards, if your goal is for customer service to function as a corporate asset, you need a lot more than that. The best customer service has: 1- Personalization. Take listening and paying […]


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