What Happens to the Call Center when People Stop Calling?

Call center technology is changing. Can You Cope?

Who doesn’t have a nightmare call center story to tell? And if you think it’s bad from the customer perspective, try working in one! (I know they are not all that bad, but…) Fortunately, the times they are a changin’. …Continue Reading →

58 Customer Experience Quotes From 52 Weeks of Podcasts

58 Customer Experience Quotes from the Frank Reactions podcast

Another Inspiring Year of Customer Experience Interviews Check out some of the best quotes, and share them with your friends. Happy New Year! 58 Customer Experience Quotes From 52 Weeks of Podcasting Frank Reactions from Tema Frank Do you have …Continue Reading →

What Customers Really Think About Your Personalization Efforts!

Personalization: Despite what mom said, sometimes it is OK to ask personal questions.

Personalization: More Than a Trendy Word? When I was a little girl, my Mom told me, “We don’t ask personal questions.” I’d already embarrassed her enough by asking in my little high pitched toddler voice whether her hairdresser was a man …Continue Reading →

From $20 to $500 Million: A Turnaround Success Strategy

Sue Miller used a customer service focused strategy to turnaround a struggling company

When Sue Miller walked into her new job as President of computer products vendor, Softsel, she knew it had problems. While it’s US parent company was successful, the subsidiary she would be leading had not yet turned a profit in …Continue Reading →

Does Your Company Feel Out of Control?

You May Be A Victim of The Growth Paradox: When Business Success Creates Failure Congratulations! That little company you’ve slaved over is hitting the big-time. You are grabbing new customers like crazy. Everything looks great. But… There could be a …Continue Reading →

Wish Your Staff Were More Productive? Here Are Some Tips You Might Not Have Thought Of

Lori Schmidt, CEO of GoProductivity sees the link between higher productivity and better customer experiences

When I talk to leaders of manufacturing and construction companies about improving customer experience, I often hear one of two things: We are so damned busy, why would I waste time and money on trying to get even more customers? We …Continue Reading →

A Sure-Fire Way To Scare Off Customers!

Don't scare off potential customers. Make it easy for them to wander in

Have you ever stood outside a restaurant looking at its menu, trying to decide whether to choose it or one of the half-dozen other restaurants on the same street? How would you react if the maitre d’ suddenly came out …Continue Reading →