Employee Stress – How Your Customer Is Impacted

During my many years in the customer service industry, I’ve learned that what you see is not always what is. Now I know the last part of the preceding sentence may not be grammatically correct (I can hear my late mother saying “Where is the rest of the sentence boy?”) As a consumer, I sometimes […]

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Today’s Customers – What Do They Want?

I’ve noticed something different about today’s customers. Unlike the customer of yesteryear who did not have easy access to product information and multiple avenues by which to locate and purchase products, the customer of today can easily access information, compare prices and formulate product or service questions in the comfort of their home or office. […]

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Do The Unexpected

Every entrepreneur or business owner strives to get the attention of potential customers and to retain existing customers (You do have a retention strategy right?) I often hear business owners discussing what’s required to separate themselves from their competitors. A word of advice that I offer is to do the unexpected. Now I know someone […]

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Voice of The Customer – Attributes Of An Effective System Part 1

In last month’s issue, we discussed three methods of gathering data relative to the Voice of the Customer methodology – internal metrics, customer contact, and surveys. In his book, Strategic Customer Service, author John Goodman tells us there are eight attributes necessary for an effective Voice of the Customer system. Let’s discuss four of the […]

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