I don’t know about you, but if I call one more 800 number and get a robotic voice asking me to express my need or press one for whatever, I am going to just hang up and cancel that account. Now I realize that 800 numbers (one channel into a contact center) is a cost [...]

Comments on how Amtrak missed an opportunity to build customer satisfaction when their service failed the Friday before Labor Day. #amtrak

A guide for CMOs in planning for 2010.

I just don’t get it, times are tough, money is tight, and enterprises are at a loss on how to get their customers to buy! It is simple, they want a favorable experience; let me explain. But first a little bit of business history. According the experts, our economy was first based on farming and [...]

The application of “Best Practices” to generate revenue require a change in culture that include under promising and over delivering, providing excellent customer experiences, and recognizing that your customers are a key asset.

Two blogs, one positive, one negative, that show the economic power of Social Networks on a company’s brand, image and customer service.

A checklist to gauge how effectively you are focusing on your installed base of customers.

                                     I have encountered a number of “myths” as to why customer satisfaction is low, or why it cannot be improved. Here are my top 5, which undoubtedly will grow: 1- Customer satisfaction is not my responsibility, I work in manufacturing or in finance or R&D, and it its someone else’s responsibility This is a [...]

Moving Customer Service into the Marketing Organization may increase revenue and profitability