How to Balance Service Standards with Empowerment
I recently had a conversation with someone who just changed customer-facing jobs. Beyond the dynamics of salary, benefits, and the myriad of other factors that influenced her decision to move on to the next professional opportunity, the way she described her former position stuck with me: “I didn’t like that I couldn’t see customer issues…
True or False? Measuring Performance Leads to Better Service
If you said “Yes” – you are either amazingly astute or you had a chance to look at the recently released Q1 Zendesk Benchmark report. In either case – Congratulations! Zendesk, the maker of customer service software that streamlines customer support and fosters self-service and engagement, studied the use of analytics and their impact on…
Beloved Brands Think Differently
Working remotely, I am sitting in a Starbucks with my laptop. (As you may have surmised, I’ve been having a substantive long-term relationship with the brand.) Across the way, a woman was also working away on her computer when…it happened. A keystroke run amok sends her beverage sailing across the table and onto the floor,…
How to turn problems into customer loyalty
I recently visited a store to make a return. I suspect that few people relish this particular type of retail encounter – not the employees, not the customers. Both sides often seem prepared for a debate at best and an argument at worst. It is an unexpected relief when the experience is seamless. The product…
Salespeople are the Real Super Heroes
Jeb Blount, author of People Buy You was kind enough to offer a guest blog for your enjoyment this week. I will provide my blog later in the week but am grateful to be able to share Jeb’s thoughts… Let’s get real. The world continues to wallow in an economic malaise where unemployment is high…
Rewarding Complaints – Interview with Gautam Mahtani
Please enjoy this final installment of my interview with Gautam Mahtani, Co-Founder and Managing Partner of Customer Feedback Systems. Joseph: Gautam if someone wants to bring you into their organization to assess their strategies for actionable voice of the customer intelligence how would they get in contact with you? What are the phases of that…