how to make sure your customer service is the best, and your customers remain yours

First, the acknowledgment… I wrote this for a presentation I am doing next week at the DestinationCRM conference.  Yes, it is my original material but it is not just for this blog… then again, we’ll see if I get more readers here or people at the conference next week. As I started getting my presentation …

Mind the Gap, Would you?

Continuing my one-man crusade to end the use of customer satisfaction as a metric in corporations, I want to bring attention today to one more problem: The Gap. What gap you ask?  Well, the gap that exists between customer satisfaction and customer churn – that gap. There are two  KPI (key performance indicators) for organizations …