Service Untitled

APRIL 2, 2009

Home About Service Untitled Subscribe for Free Consulting Contact Archives Track Contact Volume Douglas April 02, 2009 Behind the Scenes , Customer Service No Comments How carefully do you track contact volume? Service Untitled The blog about customer service and the customer service experience.

Metrics 40

Metrics Exercises CRM Resources 40

Service Untitled

MARCH 20, 2009

People2People Service QAQNA Return Customer Steve Curtin Vigilant Futures Of Interest web time clock Office Supplies Business Plan Writer Employee Recognition Reputation Defender Richard Kimball Goldman Sachs Service Untitled is proudly powered by WordPress | Theme by Valen Designs LLC | © 2006 - 2010 Service Untitled Group rss entries

Guest Experience 40

Guest Experience Exercises CRM Consulting 40

Service Untitled

AUGUST 31, 2009

People2People Service QAQNA Return Customer Steve Curtin Vigilant Futures Of Interest web time clock Office Supplies Business Plan Writer Employee Recognition Reputation Defender Richard Kimball Goldman Sachs Service Untitled is proudly powered by WordPress | Theme by Valen Designs LLC | © 2006 - 2010 Service Untitled Group rss entries

Exercises 40

Exercises CRM Consulting Customer Satisfaction 40

Service Untitled

AUGUST 6, 2009

Home About Service Untitled Subscribe for Free Consulting Contact Archives Crazy Drive-through Experience Douglas August 07, 2009 Customer Service Experience , Specific Companies 1 Comment I went to the drive-through at McDonald’s not that long ago and had what had to be one of the most absurd customer service experiences I’ve ever had.

Exercises 40

Exercises CRM Customer Service Consulting 40

Service Untitled

SEPTEMBER 15, 2009

Home About Service Untitled Subscribe for Free Consulting Contact Archives Customer Service Pet Peeves Douglas September 15, 2009 Angry Customers , Customer Service Experience 2 Comments I came across this post recently, which lists some of the more prominent customer service pet peeves submitted by the blog’s readers.

Customer Service 41

Customer Service Call Center Airlines Exercises 41

Service Untitled

SEPTEMBER 25, 2009

People2People Service QAQNA Return Customer Steve Curtin Vigilant Futures Of Interest web time clock Office Supplies Business Plan Writer Employee Recognition Reputation Defender Richard Kimball Goldman Sachs Service Untitled is proudly powered by WordPress | Theme by Valen Designs LLC | © 2006 - 2010 Service Untitled Group rss entries

Hotels 41

Hotels Exercises Policies CRM 41

Service Untitled

OCTOBER 25, 2010

A recent Nielsen survey states that the primary online communication of today is Twitter; its unique visitors have increased 1,382 percent since 2009. But showing clients a sense of respect, care and belonging, well that just breeds a culture that people are proud to be a part of.

CRM 44

CRM Social Media Customer Relationship Management Customer relationships 44

Service Untitled

FEBRUARY 17, 2009

Douglas February 18, 2009 Behind the Scenes , Customer Service Experience 1 Comment I am a big advocate of making things simple and I’m a strong believer in the idea that simplicity leads to consistency. Service Untitled The blog about customer service and the customer service experience.

Customer Satisfaction 40

Customer Satisfaction Exercises Software Survey 40

Service Untitled

JUNE 4, 2009

Home About Service Untitled Subscribe for Free Consulting Contact Archives Call Your Competitors Douglas June 04, 2009 Behind the Scenes , Customer Service , Exercises/Resources 1 Comment Here is something you can do to make your company more competitive in about 10 minutes. Call your competitors and test their service.

Exercises 40

Exercises Resources Call Center CRM 40

Service Untitled

MARCH 4, 2009

Home About Service Untitled Subscribe for Free Consulting Contact Archives Customer Service in Different Countries Douglas March 04, 2009 Customer Satisfaction , Customer Service 7 Comments The consulting company Accenture recently surveyed about 650 senior executives in different industries from 11 countries. In Europe it is not.

Customer Service 52

Customer Service Poor Customer Service Culture Survey 52

Service Untitled

OCTOBER 22, 2010

The company’s quality reputation dropped from 6th in 2009 to 21st in 2010. . “I think Toyota did a good job, and its stock price shows the market shares the same view,&# stated Kazutaka Oshima, president of Rakuten Investment in Tokyo in February of this year. That has been the lowest rank for Japanese car makers in 24 years.

Brands 43

Brands How To CRM Loyalty 43

Service Untitled

JUNE 22, 2009

Douglas June 22, 2009 Customer Service , Little Things, Big Differences 1 Comment In light of my recent post about my interesting experience at Blockbuster , I started thinking about situations in which employees of various companies might have an opportunity to either up or downsell you based on their own opinions and tastes. .&#

Exercises 40

Exercises CRM Consulting Feedback 40

Service Untitled

NOVEMBER 6, 2009

Home About Service Untitled Subscribe for Free Consulting Contact Archives Customer Escalations and You Douglas November 06, 2009 Behind the Scenes , Customer Service 1 Comment Many customer service managers (especially in small to mid-size businesses) spend quite a bit of time handling something I always refer to as “escalations&#.

Policies 40

Policies Exercises Travel Customer Service 40

Service Untitled

MARCH 16, 2009

Home About Service Untitled Subscribe for Free Consulting Contact Archives First Contact Resolution Douglas March 16, 2009 Behind the Scenes , Customer Service Experience , Little Things, Big Differences 2 Comments First contact resolution is one of the most important things in customer service.

First Call Resolution 42

First Call Resolution Customer Satisfaction Course Exercises 42

Service Untitled

APRIL 28, 2009

Home About Service Untitled Subscribe for Free Consulting Contact Archives Rewarding Volunteers Douglas April 28, 2009 Customer Service , Little Things, Big Differences No Comments More and more companies are encouraging conversations in company forums, on blogs, through Twitter, and on similar sites.

Hotels 40

Hotels Exercises CRM Company 40

Service Untitled

SEPTEMBER 10, 2009

Home About Service Untitled Subscribe for Free Consulting Contact Archives Gratitude – A True Measure of Your Service Warmth Chip and John September 10, 2009 Customer Service Experience , Etiquette , Little Things, Big Differences , Specific Companies No Comments “Thank you” are the two most important words in the English language.

Measurement 41

Measurement Fashion Exercises Consulting 41

Service Untitled

MARCH 24, 2009

Home About Service Untitled Subscribe for Free Consulting Contact Archives The Disney Experience Douglas March 24, 2009 Customer Service , Little Things, Big Differences , Specific Companies 1 Comment Last week I blogged about how I would be going to Disney for a day.

Exercises 40

Exercises Travel CRM Customer Service 40

Service Untitled

JULY 15, 2009

Home About Service Untitled Subscribe for Free Consulting Contact Archives Improving a Department in 4 Steps Douglas July 15, 2009 Customer Service , Exercises/Resources 2 Comments Over the last week or so, I have been working with a company on improving the service experience within a small department of theirs.

Exercises 45

Exercises e-support Consulting Meeting 45

Service Untitled

FEBRUARY 26, 2009

Home About Service Untitled Subscribe for Free Consulting Contact Archives The Angriest Customers Douglas February 27, 2009 Angry Customers , Etiquette 4 Comments Working with angry customers is a part of customer service that can’t be avoided. Service Untitled The blog about customer service and the customer service experience.

Exercises 41

Exercises Tips Customers Customer Service 41

Service Untitled

OCTOBER 21, 2009

Home About Service Untitled Subscribe for Free Consulting Contact Archives Call Abandonment Basics Douglas October 21, 2009 Behind the Scenes , Customer Service Experience 4 Comments Phone systems (also called IVRs or PBXes) usually measure something referred to as a call abandonment rate.

Abandon Rate 40

Abandon Rate Self Service e-support System 40

Service Untitled

APRIL 16, 2009

Home About Service Untitled Subscribe for Free Consulting Contact Archives Minimum Service Charges Douglas April 16, 2009 Customer Satisfaction 6 Comments I was going to hire a company today to do something fairly simple that would have cost about $45 (that was the advertised price).

Advertising 40

Advertising Policies Case Study Company 40

Grade.us

JUNE 2, 2020

They originally got their start in 2006 as a local advertising business. They pivoted in 2009, shifting their focus to lead generation via a pay-per-call business model. You may focus on features, price, support, ease of use, or simply the fabric of the company culture. How do you decide what’s best for your business?

Software 47

Software Management Net Promoter Score Multi-Channel 47

Brandwatch CX

JANUARY 25, 2019

It wasn’t until September 2006 when the platform became open for everyone (well, anyone over 13 with a valid email address). We also started to see the rate of membership growth: December 2006: 12m. January, 2009: 150m. February 2009: 175m. April, 2009: 200m. July, 2009: 250m. September, 2009: 300m.

Advertising 88

Advertising Financial Video Report 88