Category: Customer Experience

7 Jul

How to Build Customer Loyalty

Jim Tincher

Last month I wrote about the importance of metrics.  Metrics drive behavior. You probably know the famous Peter Drucker comment […]

19 May

Why Operations VPs Need To Encourage Internal Customer Service Excellence

Melissa Kovacevic

Recently I had a support team manager tell me that she had received feedback from a VP in the operations […]

21 Apr

Coaching Social Customer Service Agents

Melissa Kovacevic

Coaching in our centers can involve a wide variety of coaching activities and communication skills. Our agents may be focused […]

14 Apr

Make Your Customer the Hero of Your Story

Intradiem

Imagine your customer’s interaction with you as a story. It has a beginning—when your customer first contacts your company—and an ending—when […]

5 Apr

Go and See for Yourself

Annette Franz

I recently came across the Japanese terms genchi genbutsu and genba; they’re both key principles of the Toyota Production System, […]

10 Mar

The CFO’s Role In Customer Experience and Coaching

Melissa Kovacevic

One of the areas of business operations that is often neglected when it comes to soft skills coaching, is our […]

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