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Has Your NPS Fallen & Can’t Get Up? Try Sharpening Your Axe

We can debate the merits of Net Promoter System (NPS) and whether it is the most effective and accurate measure of customer loyalty, but for many in-house and outsourced call centers, NPS has been selected as the customer loyalty metric, and that’s just the way it is. Love it or hate it, NPS is the […]

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7 Essentials for Your Customer Service Initiative

Recently, one of our long-time professional friends asked us for guidance and suggestions about a customer service initiative which had been rolled out the previous year throughout his organization. His company, an equipment manufacturer, is a global industry leader in a variety of product lines. They enjoy a #1 or #2 ranking in most of […]

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How Many Angry Customers Are You Creating at $15 Each?

John Burton, a Director of Product Management on the CRM Team at SAP, posted an article yesterday entitled “Uh, Oh!  Call Center Reps Gone Wild!” In it, John writes rather colorfully about the apparent lack of balance in many organizations between efforts to create great customer experiences, on the one hand, and enforcement of corporate […]

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6 Ways to Improve Your Call Center Performance (Part II)

As customer experience and customer service increasingly become a strategic priority for companies looking to differentiate themselves, call center leaders are under more pressure than ever to improve call center performance. Recap: In Part I of this blog post, I covered the following three areas to focus on in order to advance your call center performance: 1.     Create the Right Perception Lead […]

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6 Ways to Improve Your Call Center Performance (Part I)

To improve call center performance can be a tricky proposition for call center leaders and managers.  There is so much to think about – systems, processes, technology, customer service agents, supervisors, KPIs, loyalty metrics, service channels – the list goes on and on.  The pressure to succeed can be intense, sometimes overwhelming, and the challenges just […]

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Brand Promise Delivered as Net Promoter Score Rises Dramatically

Customer loyalty is built and sustained on the front line, in those daily interactions that take place between front line employees and the customer, who is often calling only because they have an issue or a problem with the company’s product or service.  The problem is the vast majority of these interactions, and the systems […]

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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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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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