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The Uselessness of Granularity in Feedback Management
The Uselessness of Granularity in Feedback Management Warning, we are embarking on another of my pet peeves: granularity. What? You don’t know what I am talking about about? Let me explain myself....
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Customer Service is Dead — Long Live Community Service!
Customer Service is Dead — Long Live Community Service! I have had lots of requests lately dealing with social media, and how to make good use of this for Customer Service and CRM – even broadening the...
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Shifting Priorities, or How to Become a Customer-Driven Organization
Shifting Priorities, or How to Become a Customer-Driven Organization So, how tired are you of hearing me — what’s the right word here… oh yeah — “emphasize” the need for customer centricity? I wrote...
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The Top Five New Year’s Resolutions for Customer Service
The Top Five New Year’s Resolutions for Customer Service This new year, 2009, is going to be a difficult year – no questions about it. I wrote an article for Loyalty.com sometime back (which they said...
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Surveys Done Right – Part 1 – Point-of-Service Surveys
Surveys Done Right – Part 1 – Point-of-Service Surveys I am going to break some very old rules of mine to write this post. Ever since I introduced the three-layer model for surveys while at Gartner...
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Surveys Done Right – Part 2 – Customer Satisfaction
Surveys Done Right – Part 2 – Customer Satisfaction I have been dreading writing this entry since I came up with the idea for the series (have you read part 1 yet?). It is not that I don’t know what...
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Writing Global Surveys for Success, Not Failure
Writing Global Surveys for Success, Not Failure Interesting title, don’t you think? Most companies that take on writing global surveys have failed at it. Some of them did it once and the never again....
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Actions Speak Louder Than Words in Customer Loyalty
Actions Speak Louder Than Words in Customer Loyalty Let me ask you a question: would you recommend me to your friends and family? Yes, that question… the “L” question. If you say YES, then you are...
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Top 5 Problems with Service Today
Top 5 Problems with Service Today We’ve all been the victims of bad service. We have to repeat ourselves to agents; we get different answers depending on whether we use email or we call a service rep;...
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Predictive Analytics Part 2: Apply Models to Your Service Processes
Predictive Analytics Part 2: Apply Models to Your Service Processes To effectively optimize your decisions, you first need to define your customer service processes and ensure that your agents are...
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