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Contributed Articles

Are You Doing a Good Job Managing Your Customer Service Progression?

Often times we let how busy we are hamper our ability to effectively recruit and develop our staff on the front line of the customer experience. But no matter how busy you are, if you want to deliver best in class customer service and remain the best in your class, you must reach a certain point where you make the time to reflect on the work you and your team perform, and whether itís possible to do it better.
[Full Article]   Dec-08-2013

 

How To Create Customers For Life

Before I give you my one simple rule for creating customers for life, letís take a quick step back and review why customer service creates customer retention (which in turn creates greater profits.) If you can turn a one time buyer into a life-time customer, six things happen and all of them are good.
[Full Article]   Dec-08-2013

 

Call Center Lessons Learned

Successful call center operations can make or break your business. Getting your processes and integration standards right are critical to keeping it all running smoothly.
[Full Article]   Dec-01-2013

 

5 Ways To Destroy Your Customer Experience

It always amazes me when organizational leaders think the small things donít matter. They say things like, ďThatís just one commentĒ or ďWe donít pay attention to anecdotes.Ē Itís OK to use data and big results to guide the big decisions, but itís not OK to ignore the little things. These small things amount to a lot. In todayís world, where 89% of us will shop with a competitor after a bad customer experience, itís imperative not to make the mistakes outlined in this article.
[Full Article]   Dec-01-2013

 

Eight Clear Signs It's Time To Make A Leadership Change

Leadership is about seamlessly being able to reinvent yourself, your organization and the people who serve it Ė all at the same time. If you or your organizationís leaders lack this ability Ė itís time for a refresh. Donít wait too long to make a leadership change in your organization; here are eight clear signs that itís time.
[Full Article]   Dec-01-2013

 

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