Beyond Philosophy

FEBRUARY 15, 2017

For managers and executives, poor relationships with employees and customers are one of the surest ways to undermine any efforts to create a positive customer experience. Studies show that the best way to elicit a particular behavior is to reward it. 2. Offer help without expecting something in return.

Leadership 153

Leadership Strategy Consulting Policies 153

ShepHyken

FEBRUARY 13, 2017

Each week I read a number of customer service articles from various online resources. The Customer is Always Right by Richard Shapiro. TCFCR) “The customer is always right” is a mantra urging service staff to give high priority to customer satisfaction. My Comment: Is the customer really right? Well worth it!

Customer Service 81

Customer Service Loyalty Programs Loyalty Trends 81

CSM Magazine

FEBRUARY 14, 2017

Many organizations struggle to find ways in which they can build customer loyalty and reduce customer churn. In this article, Bob Lucas offers some proven ways to create loyal customers. Become a trusted customer resource. Customers often encounter life challenges that require expertise beyond their capabilities.

Loyalty 53

Loyalty Strategy Rewards Programs Customer Relationship Management 53

CSM Magazine

FEBRUARY 14, 2017

Many organizations struggle to find ways in which they can build customer loyalty and reduce customer churn. In this article, Bob Lucas offers three ways to create loyal customers. Become a trusted customer resource. Customers often encounter life challenges that require expertise beyond their capabilities.

Loyalty 40

Loyalty Strategy Rewards Programs Customer Relationship Management 40

Up Your Service

FEBRUARY 14, 2017

This is a fundamental question that we challenge all clients to consider as they embark on building a “service culture” versus simply training customer service skills. Customers’ access to information and their experience in other areas of commerce and life have created ever growing expectations of how they want to be served.

Culture 55

Culture CEM Social Media Employee Engagement 55