Tag: Customer relations

Aug 07, 2013

Admin

Most of us can remember being new hires at some point in our professional careers. Despite having the experience and or qualifications required for our new position, there’s still a bit of apprehension when one finds him or herself in this situation. It’s important for an organization to assist new hires in gaining confidence as […]

Aug 07, 2013

Admin

While spending the day with an installation technician during my most recent consulting assignment, it became apparent that this individual was focused on the quality of his work. The way he took measurements and utilized his various tools were indications that he was interested in providing a quality installation. When asked the reason for his […]

Jul 10, 2013

Admin

While assisting a client with developing a customer experience strategy, a formula crossed my mind. Now I can hear someone asking – Errol, a formula related to customer experience? Bear with me on this – CACV + CT + EFMP = GCE*C = CR. Let’s walk through this. CACV This component of the formula means […]

Jun 03, 2013

Admin

In order to be successful in any endeavor, one has to identify the essentials required to accomplish that feat. It’s the same in customer service. What essentials are required to create great customer experiences which lead to maximum customer retention? I’ll give you six characteristics that I feel are key ingredients. Reliability Customers expect product/service […]