Blog

Nov 18 2017 Time To Remove Your Customer Service Solios

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Now that the Presidential election is beyond us, the last 18 months highlighted what a sharply divided country we live in today. The polarization and passion for political candidates reminded me of customer service channels in the world in which I eat, sleep, and drink. We have witnessed incredible improvements to the much hated interactive voice […]

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Oct 19 2017 If You’re Using CSAT To Measure Customer Satisfaction, It’s Time For Change

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As we’ve discussed in the past, there is a measurable difference between what companies think of the service they’re delivering, vs. what their customers think of that same service. We call this the perception gap, in which 80 percent of businesses ranked their service delivery highly, but only 8 percent of consumers agreed with them in their […]

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Sep 16 2017 Mind The (Perception) Gap: What You Think Of Your Service VS. What Your Customers Think

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I want to start this by asking to you to take a moment and genuinely reflect on the service you provide and answer this question: Are you delivering a superior experience to your customers? If you answered yes, I’m glad to hear of the confidence you have in your technology and your agents. However, there’s a […]

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Sep 13 2017 Customer Service Secret Sauce: Guiding Customers

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I recently read an incredible blog post by Lauren McDonald at HeyWire. (And I would recommend that you take a few minutes and read her comments on comparing support channels to the Olympics and awarding the text channel the “gold medal.” I’ll wait.) As the text channel continues to receive a lot of attention – and it should – it presents a great opportunity […]

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Aug 19 2017 Customer Care Strategy: Value Your Customer’s Time

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Whether your strategic direction involves improving metrics like NPS (Net Promoter Score) and CSAT (Customer Satisfaction) or reducing overall costs, a key element involves demonstrating that you value a customer’s time. Too often, I witness my clients implement a new technology that should move the needles of metrics or costs, but they fail to produce the desired outcomes. I […]

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