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Contributed Articles

3 Ways to Bring Your Company's Core Values to Customer Service

Customer interaction is when the brand becomes real. The brand promise is either enhanced or sacrificed by what a company’s employees do and say. Each customer interaction is not a task to complete or worse, an inconvenience; but the moment at which brands grow or begin to die.
[Full Article]   Jun-24-2012

 

Nine Ways to Reward Employees to Reinforce Customer-Centric Behaviors

The only way your company will differentiate based on customer experience is if the culture of your organization aligns closely with the brand promise to customers. When Forrester looks at building a customer-focused culture, we believe firms need some precursors in place, such as a clear strategy and vision, metrics that reflect customer perceptions, and governance mechanisms that set standards and hold people accountable for changes.
[Full Article]   Jun-24-2012

 

Surprise! You Can Win Customers For Life

Thanks to the Internet, incentives to buy like sale prices, volume discounts, and free shipping have become almost a required part of the shopping process. But do these perks really work? I don't think so--not in the long-term. So what can a company do to take a jaded, disengaged, and sometimes even disgruntled customer beyond the moment of the transaction and into an ongoing relationship? Surprise them. Here's how.
[Full Article]   Jun-17-2012

 

Ignore Your Performance Goals, Increase Your Performance

Companies use performance goals all the time--for good reason. Performance goals provide people with a clear target that is usually difficult but, ideally, still achievable. Companies also give people stretch goals that typically seem somewhat out-of-reach, i.e., low probability, high outcome events (for both the company and the employee). Both of these goals constitute a "task push" that is fundamental and critical because, without a push, people don't do as much as they otherwise would. There's a big problem with performance goals, however, one that leaders rarely recognize.
[Full Article]   Jun-17-2012

 

Customer Service Saboteurs to Avoid

If you have ever had a meal ruined by a loud child or waited on a long line while a customer quibbles over the price of a pound of produce, then you have been a victim of customer service sabotage. Even though it's others customers who are inconvenienced by difficult shoppers, businesses are the ones that end up being most affected by customers who turn into saboteurs.
[Full Article]   Jun-17-2012

 

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