You have probably heard this before: “People in [fill in any country name] do not rate your service with a 9 or higher. That’s not our culture”. Do you buy into this ‘culture’-effect? I don’t, and here’s why:Read more "We Don’t Need An NPS-[fill in the blanks]"
One of the key-premises of the Social era is that the power has shifted from companies to Customers. The more I think of it, the more I disagree. Here’s why..Read more "The Customer Is Not In Control. Nor Are You!"
I’ve been reading through the past three years of blog-posts that I’ve written. Having done so I decided I might as well share the ones I like best + more with you in a digital booklet. Free download:Read more "My Free E-book: Co-creating Customer Relationships"
I disagree with Esteban Kolsky’s “Case for Single Channel Excellence” before entering into another channel. There are a couple of reasons why:Read more "The Case for Multi Channel Excellence in Customer Service"
Managers in Customer Services don’t need more or new technology, but what is it they do need (to do)? Here’s my take for 2012 and beyond!Read more "Customer Service in 2012 and Beyond Technology.."
I received an email from a Contact Center Manager I think everyone should read. The e-mail, which I publish almost entirely, speaks for itself.Read more "E-mail from a Contact Center Manager"
Do you still think the Customer is always right? I don’t think so! You can read why, and why that is important, in this post.Read more "The Customer Is Always Wrong"