If you’re not paying attention, issues with your customer service can quickly slip past you unnoticed and cause a lot of problems for your organization. And while it’s true that they are generally not that hard to deal with if you have a planned approach in the first place, it’s also important to know what […]
These articles highlight strategies in Customer Experience Management: from examples of current leading practices in customer experience to everyday stories of how customer experience can help organizations gain a competitive advantage, greater customer retention, and growth.
Developing Proper Relations with Your Customers
Developing Proper Relations with Your Customers Some entrepreneurs underestimate the importance of developing the right kinds of relations with their customers. And in the end, this only comes back to bite them at some point when they realize that they’ve undermined a significant portion of their company’s potential. Developing those relationships is like a fine […]
Customer Service and Six Sigma – The Fundamental Link
> Customer Service and Six Sigma – The Fundamental Link With all the talk about Six Sigma and its benefits for various organizations in the last few years, it’s important to understand its implications on some specific areas, like customer service. There is a lot to gain from optimizing your processes with the help of […]
The Growing Importance of Customer Service
The Growing Importance of Customer Service Customer service has always been at the center of many companies’ work, but it was not until recently that we started to truly comprehend its important in the grand scheme of things. As a result, many companies have started to completely change their approach to servicing their clients, and […]
Identifying Weak Points in Your Customer Service
Optimizing any process should start with a careful, critical look at its weaknesses. If you put your mind to it, you can probably identify many issues with pretty much every aspect of your organization. And when it comes to customer service, there is no shortage of things that can go wrong. What’s worse though, is […]
Remaining Efficient in Customer Service as the Company Grows
Remaining Efficient in Customer Service as the Company Grows While every business must always strive for expansion, it’s not that straightforward to maintain the right kind of progress on all fronts of the organization. Customer service and support is especially tricky and has to be approached very carefully if you want to avoid seeing your […]
Data Analysis and Customer Service
Data Analysis and Customer Service The strong link between customer service and data analysis has started to become quite apparent in recent years. It’s no longer about collecting simple metrics like call duration and other similar points. We now have the capacity to analyze customer service interactions on a much deeper, more complex level, and […]
Are You Meeting Your Customers’ Expectations?
Are You Meeting Your Customers’ Expectations? Many companies suffer from a common problem – a misunderstanding of the expectations of their customers, and as a result, a poor understanding of how well they’re meeting them in the first place. It’s not hard to see examples of that all around us, and this trend can be […]
Eliminating Waste in Customer Service
Eliminating Waste in Customer Service Waste is a major problem in many industries, and it can pop up in some surprising places from time to time. And if you’re not prepared to deal with it adequately, it can be very damaging to your company’s operations in the long run. Thankfully, we have various methodologies nowadays […]
[VIDEO] The Five Principles of Lean
The cornerstone of any organization is based on efficiency and  value to the customer. A lean thinking organization  uses five simple principles to ensure it understands the true value of the customer and the processes are finely tuned to reduce any process that creates waste. By ingraining lean thinking into the culture of the organization, […]
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