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The Customer-Focus Gaps

A recent global AMA/HRI study on customer focus found that there are significant differences between what organizations should do to increase customer satisfaction and what they're actually doing....

Win Today’s Empowered Customers: Discover Their Four Decisive Purchasing Moments

Customer loyalty doesn’t exist anymore. Rather, today’s customers don’t care where or from whom they buy—they want what they want and that can vary based on price, quality, location, and all the other information they can obtain prior to purchase.

Everything She Knows as a CEO She Learned as a Waitress

Before she became CEO of her own $29-million transportation and distribution company, Carolyn Gable spent her time waiting on tables and worrying about how she was going to feed her seven kids. She didn't earn an MBA at a famous B school; she didn't even attend college. Remarkably, as she explains i

Inspiring Customers: Lessons from Nonprofit Organizations

Many of today’s most powerful brands have converted from old-line commercialism to do-good capitalism, adopting tag lines that talk about inspiration, passion, and a desire to make the world a better place. In short, big business is taking a tip from the nonprofit world, where building a meaningful

Using the Right Metrics to Measure the Customer Experience—and Predict the Future

Metrics that measure customer experience and predict the impact on the bottom line track the following criteria: credibility, reliability, precision, accuracy, and continued sales. So customer experience analytics enable a company to improve customer experience and ultimately corporate profitability

25 Ways to Keep Customers for Life

Acquiring new customers is an expensive and exhausting process. Arnold Sanow offers 25 tips to keep customers from leaving that any business can use.

Customized Training Empowers ABB’s Global, Technical Workforce

ABB is a pioneering technology leader in power grids, electrification products, industrial automation, and robotics and motion, serving customers globally in utilities, industry and transport, and infrastructure.

How to Provide 21st Century Customer Service

Today’s customers have more choices and more places to air their grievances than ever before. In an exclusive interview, the author of High-Tech, High-Touch Customer Service explains how to keep the best aspects of old-fashioned customer service excellence while retooling them to suit our complex, d

A ”Sure” Thing: How Empowering Customer Service Reps Leads to Increased Revenue

SurePayroll President Michael Alter tells about his company's customer service program.

Ben Franklin on Customer Service

You may think you know the essential ingredients of exemplary customer service. But if you really want to please your customers, hearken back to 1749 and read what wise old Ben Franklin had to say about the subject. For starters: "You are as much...

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