I am going to give you the secret to Customer Service. This is the one thing that you have to do if you want to use Customer Service as a competitive advantage. You will be shocked when you hear what […]
I want to tackle, again, a pet-peeve of mine. I want to put an end to Customer Satisfaction. Before you start flaming me (that sentence brings back memories from the BBS days), hear me out. I want to end Customer […]
There is a lot of confusion surrounding what EFM (Enterprise Feedback Management) is and what is not. Lately it has been used as a substitute for surveys. Whenever we used to say “surveys” we now say Enterprise Feedback Management. Problem […]
Glenn Ross asked a question a couple of days ago to fellow bloggers: how to define customer-focused strategy. Several replies followed with a similar answer: it is about listening to the customer, and delivering to their needs and demands. I […]
To deliver constant satisfaction you have to set high expectations and over-deliver, but more importantly – make sure you have the right customers!