Tag Archives: Customer Relationship Management

The Power Behind Random Acts of Kindness: How Paying it Forward with Team Members Can Benefit Your Relationships, Your Customers, and Your Business

By nature, people want to help others.  Doing something meaningful for someone else is an endorphin-releaser that makes us feel good.  It also starts a chain reaction.  When someone does something nice for us, we want to perpetuate that good deed and do something nice for others. One of my favorite commercials that so beautifully […]

Uncomplicating the Customer Experience

We live in a complicated world with complicated people, things, and technologies, and sometimes that also serves to complicate the service we receive.  While I am a big fan of checking out a company’s website to help me answer a question, every now and then I just want to talk to a human.  Therein lies […]

Customer Intelligence…The Ultimate Advantage

Most contact centers are not staffed with people who can sell, or who enjoy selling; and in many cases, asking the average contact center agent to sell can be counterproductive. According to a recent Accenture survey, 74 percent of customers find it frustrating to have a service agent attempt to sell them something. The reason […]

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