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Customer Service Experience by Glenn Ross.
Lies, Dam* Lies, & Corporate Metrics
Are employees gaming the system or is Corporate measuring the wrong thing?
Employees Customer Service Wish List (Link)
I like the holistic approach here. I’m going to modify this into a check list and see how my organization measures up.
If You're Over Age 50, Please Check This Out
What's that old saying about "Watching out for number 1?" ...
Train Your Employees to Ask This Question
From a business perspective, managers should train their employees to ask customers this question: ...
Let's Start A Customer Experience Movement
I say let’s start another movement that you can participate in any time anywhere you’re a customer.
Challenge Your Assumptions
Assumptions can inhibit truly innovative thinking.
When Is Social CRM Not Social CRM?
Does your strategy allow the customer to participate in the conversation?
J K Rowling On Failure & Imagination
"Rock bottom has been a solid foundation on which I rebuilt my life." ...
The Customer's Need, The Experience, And The Relationship
In this case I broke the experience into two categories. Shopping, and using the product.
Your CRM Mileage May Vary
There is a direct connection between the customers’ needs and your ability to forge a relationship with them.
Return to Articles IndexAre employees gaming the system or is Corporate measuring the wrong thing?
Employees Customer Service Wish List (Link)
I like the holistic approach here. I’m going to modify this into a check list and see how my organization measures up.
If You're Over Age 50, Please Check This Out
What's that old saying about "Watching out for number 1?" ...
Train Your Employees to Ask This Question
From a business perspective, managers should train their employees to ask customers this question: ...
Let's Start A Customer Experience Movement
I say let’s start another movement that you can participate in any time anywhere you’re a customer.
Challenge Your Assumptions
Assumptions can inhibit truly innovative thinking.
When Is Social CRM Not Social CRM?
Does your strategy allow the customer to participate in the conversation?
J K Rowling On Failure & Imagination
"Rock bottom has been a solid foundation on which I rebuilt my life." ...
The Customer's Need, The Experience, And The Relationship
In this case I broke the experience into two categories. Shopping, and using the product.
Your CRM Mileage May Vary
There is a direct connection between the customers’ needs and your ability to forge a relationship with them.
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