That is the truth – organizations that focused on customer loyalty are taking the wrong path to customer retention. Mea culpa, I was one of those people who saw Customer Loyalty as the end-all for customer service. If you could just achieve high levels of loyalty, the idea goes, you won’t have to worry about …
Continue reading "Loyalty? We don't need no Customer Loyalty"
Lots have been said about customer satisfaction see at the end of this entry for entries on this blog about customer satisfaction). Organizations struggle to get their customer satisfaction scores under control, they “need” or want to get them to a certain number (for some reason, 76% seems to be the magical number most of …
Continue reading "How to Score a 90% or more Customer Satisfaction"
Customers demand more – more features, more service, more representatives. You look at what you can do within your budgeting constraints and probably want to start crying. Not much more you can do, or afford to do; least of all, bring in more people. Certainly, other corporations are doing better than you – right? Well, …
Continue reading "Hire More Customer Service Representatives for Free"
