Archive | October, 2011

The Return on Influence of Customer Service

In “Return on Influence, the New ROI,” Amy Jo Martin explains a new concept – ROI – Return on Influence. It was derived from the need to prove the value a professional athlete can achieve for a company. The professional athlete’s influence could create both a value to a product and value to a company. […]

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Customer Loyalty – Convenience or Emotional?

The word loyalty is thrown around quite a bit inside the customer service world today.  Numerous books and scores of articles have been written and blogs posted about the importance and relevance of customer loyalty, as compared to customer satisfaction, and that there is actually little relationship between the two. A loyal customer is one […]

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Golden Touchpoint™ Delivers Brand Promise & Creates Loyal Promoters

Companies face tough customer service issues – how to sync their systems and processes to the whole idea of customer and brand loyalty, what to do to light a fire in their own employees to care about the loyalty issue as they interact with customers, and how to proactively demonstrate to their customers that a […]

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The Wise CEO & the Human Dimension – What Creates the Final Score?

In the present confusing and conflicted global market environment, pressures and challenges intensify on today’s CEOs to deliver short-term results without losing sight of long-term goals and plans or veering away from long-term strategies.  For the most part, short-term results are defined by financial metrics, as well they should be, because at the end of […]

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Great Customer Service – Don’t Ignore the Basics, but Don’t Have a Basic Conversation!

Phone and e-mail certainly are the basics, but companies can no longer afford to get away with just the basics.  Answering the phone on time and in a pleasant manner is a basic customer expectation.  We all expect to receive clean dishes at a restaurant, but that by itself will not earn the restaurant a […]

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Net Promoter Score is the Starting Point – Behavior Drives It Higher

According to the latest research from the Corporate Executive Board, customer loyalty is the best indicator of future customer economic behavior and business profitability.  It is completely logical that an investment analyst would take Net Promoter Score into consideration when conducting due diligence and generating projections relating to a company’s profitability. The comment about the […]

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Customer Loyalty – It’s Wanting to Experience “That Feeling” Again

Kudos to you, Alyson, for writing such an exquisite article!  I believe you captured the essence of customer loyalty.  The companies that excel at creating customer loyalty are the ones that make us feel good doing business with them. Customer loyalty, in the customer service sense of the word, can be many things.  It’s a […]

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Get Them to “Feel the Love” – Customer Emotional Needs Generate Customer Loyalty

A very nice article here, Mr. Lieu – like versus love is an excellent analogy.  The difference between like and love is found in their emotional foundations. We have found that in order to create loyalty in a customer, three things must happen.  First, you must satisfy the customer’s practical product-related need.  Second, you must […]

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Social Media & Excellent Customer Service – It’s Social!

Excellent customer service is now and always has been Social Media. The difference between now and then is that the speed, depth and breadth of communications has put a lot more power in the customer’s hands.  If a customer is treated poorly, millions of people around the world may find out about it within seconds […]

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Customer Loyalty – An Emotional Engagement

If a customer likes your company only as much as, but not more than, they like one of your competitors, then I would suggest they are not loyal.  Isn’t customer loyalty by definition predicated on the fact that the customer does business exclusively (or nearly exclusively) with your company, as opposed to your competition? I […]

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Only Precise Front-Line Behaviors Will Deliver Brand Promise

What is your brand behavior?  The right offer to the right customer is not enough.  When the offer is acted upon, the right behavior must also be in place to support the brand and the brand promise.  Offers by themselves will not build a brand if the people who are in the best position to […]

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It’s Emotional! Customer Emotions Drive NPS

It’s Emotional! Net Promoter Score is an emotional score.  Whether or not a person recommends a product, service or company to his family or friends is an emotional decision. I believe there are three components that together drive customer service.  First (and most obviously), the customer has a practical product-related need.  Second, whether he realizes […]

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Hunt, Farm or Harvest? Cold Calls & Increased Sales

Hunters, Farmers and Harvesters Cold calling can be fun for a true hunter.  Farmers usually struggle with it, and harvesters won’t even do it.  Good hunters have excellent prospecting skills and know the difference between prospecting and selling.  They know that prospecting requires a different skill set than selling.  They know that the goal in prospecting is to get […]

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Net Promoter Companies & Engaged Employees

Busyness versus Productivity and Performance In our consulting experiences, we have come across many organizations that are chock-full of busy people.  Especially during the past several years, individual workloads seem to have doubled with downsizing and rightsizing – more work is having to get done by fewer people.  This inundation of work creates a great deal of […]

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Reengineering Excellent Customer Service

This is an excellent article extolling the virtues of excellent customer service.  I worked in the telecommunications industry for six years, and the customer service reputation of the particular company I worked for was horrible – our Net Promoter Score was actually in negative territory. Like many other organizations, this company did not fully consider excellent […]

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Transforming HR into a True Business Partner

Barnes-Jewish Hospital, consistently ranked as one of the top medical centers in the U.S., relies on its Human Resources Department to provide a strategic approach to the support and development of the Hospital’s most important asset … its staff and management.  For years the HR Department of the Hospital had operated under a traditional HR […]

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A Mature Communicator Can Cope with Difficult People

In order to be effective in today’s organization, a leader (or anyone else for that matter) must take proactive responsibility for his or her communication with and relationships with other people.  As Tony Schwartz points out, many times this forces us to make a decision to rise above the situation or even to rise above […]

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A New Customer Service Conversation Builds Brand & Customer Loyalty

Companies face tough customer service issues – how to sync their systems and processes to the whole idea of customer and brand loyalty, what to do to light a fire in their own employees to care about the loyalty issue as they interact with customers, and how to proactively demonstrate to their customers that a […]

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Sales Performance – Are We Achieving What is Possible?

This is an excellent blog and should be circulated to sales leaders and sales trainers throughout the country.  The selling environment today is certainly very difficult.  Techniques that worked over the past 5 years, past year or even yesterday are ineffective today, yet so many of the old skill sets remain in active use. Salespeople […]

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Call Center Pet Peeves – Just How Many Are There?

I would like to add a Number 6: Front-line agents who are not empowered to make decisions. Companies often install a customer service agent on the front line, give them limited ability to make decisions and push scripts to use to push the customer in specific directions.  It is disappointing when companies expect their front-line […]

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I Don’t Know, I Don’t Care, I Don’t Care to Know

This is an excellent blog comparing the Netflix debacle with Bank of America’s latest move.  I wish it had disclosed the actual names of the BoA committee members who actually made this decision, instead of characterizing it as Bank of America making the decision.  The entity, Bank of America, doesn’t make any decisions.  Its executives […]

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Transforming Companies to an Elite Level – Taking It Up Several Notches

In our conversations with business owners and leaders of organizations, they often tell us that they just want to take things up a notch.  I love the phrase “Take it Up a Notch.”  It’s a call to action for an organization to improve its performance and execution just a little bit, regardless of the starting […]

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You’re Not Sorry, Computer Lady!

Today’s blog may be considered more of a rant. One of my pet peeves with customer service is lack of sincerity.  This week I had some difficulty with my internet connection.  I had to call my cable provider and get some help.  I dreaded having to make a call into the cable company call center. […]

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It’s Only Commercial Affection

I was sitting in a restaurant the other day when a Mel Tillis tune I haven’t heard for years started up in the background – “It’s Only Commercial Affection.”  The lyrics of this song, especially “a fool and his money are soon parted,” made me think of companies that force scripts and fake sincerity onto […]

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Building a “Dialogue-Based” Relationship with Mature Communication Skills

These are great thoughts … you really hit the nail on the head. In our work with companies across the globe, we encourage managers to develop a “dialogue-based” relationship with their direct reports that puts them in a position to be able to understand the best “fit” for each employee. This kind of connection using […]

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What about those Loyal Promoters & Your Sales?

Doesn’t it seem odd that many companies will not hesitate to spend millions of dollars on marketing or celebrity endorsements, but at the same time, they consider their Customer Service function or the Customer Service Call Center as a cost-center, not a profit center? Celebrity endorsers rarely talk to actual customers other than through a […]

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Putting a Stake in the Ground for the Future of DRS Technologies

DRS Technologies is a defense contractor that provides sustainment solutions for field deployment in military settings across the globe. In early 2010, the company reorganized to increase understanding of and improve service for their customers. The resulting matrix-style structure created several Campaign Teams and meant a significant reporting change for key employees. Even more significantly, […]

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