Living the Fantasy Voice of the Customer programs are crucial to the success of your business. The problem is so many think they know exactly what their customers think and feel. You have been in business for 30 years and do things the same way, that’s what your customers want. Are you sure about that? […]
Everyone believes that good customer service is strategic and can help the company grow, but great service still seems like a far reach for most companies. These articles show examples of great service and how you can apply those principles in your own organization right away!
Do you feel like you’re just putting out fires with Voice of the Customer (VOC) programs? Always in a defensive, under siege mentality, arbitrarily moving in different directions without real focus or strategy? Well, you probably aren’t alone. If you are thinking it, then you are probably doing it! It’s time to step back, take […]
Shmula.com gets a lot of traffic. I’ve been through the website hosting seesaw of trying different website hosting companies. After using shared hosting, I finally went with dedicated hosting through LiquidWeb and haven’t regreted it ever since. This article will discuss my journey, why I ended up with my current web host, liquidweb, and perhaps […]
It’s not a surprise that most call centers are very cost focused and not completely customer focused. There’s an upside and a downside to this approach: on the one hand, call centers are traditionally “cost centers” – that is, they don’t provide revenue for the firm. From this perspective, it’s important that cost be contained […]
Have you ever experienced an odd customer service moment? That was a trick question – of course you have. We all have. And, I just experience one yesterday. So, I’m naming this article “Customer Service Awkward Moments: Live Human is Busy”. Let me explain. I was on a site yesterday and I had a question […]