Treating employees as customers
Many consulting and training organizations point directly to employee attitudes and behaviors as the cause of more than two thirds of customer attrition. But, instead of using this knowledge to examine the entire organization and to train employees … Read more about Treating employees as customers
Quantifying the Complaint Iceberg and Problem Multipliers
… Read more about Quantifying the Complaint Iceberg and Problem Multipliers
Video – The Key to Successful Customer Education
How to Save the Customer from Him or Herself Several recent studies including CCMC’s survey of Voice of the Customer programs suggest that faulty customer expectations and errors are the basis of 30% of all customer dissatisfaction and service workload. … Read more about Video – The Key to Successful Customer Education
Factors Leading to an Impactful Voice of the Customer Process
A new survey of 115 companies by CCMC and Call Center Pipeline found four important aspects are critical to Voice of the Customer program success. These factors were: Explicit inclusion of the quality function as a key part of the team; Creation … Read more about Factors Leading to an Impactful Voice of the Customer Process
Equipping Your Front-Line to Deliver a Can-Do Customer Experience 3.0
Last month, John Goodman presented on Authentic Empowerment: Equipping Your Front-Line to Deliver a Can-Do Customer Experience 3.0 at Customer Service Institute of America. The video recording of the presentation is now available for you, and is … Read more about Equipping Your Front-Line to Deliver a Can-Do Customer Experience 3.0
Getting Customers To Understand Their Contract: What Zuckerberg Should Have Said
We know customers don’t read their contracts. And, we know that companies that make customers aware of unpopular contract provisions retain customers. So, how can businesses get the word out? Read John Goodman’s strategies to help make your customers … Read more about Getting Customers To Understand Their Contract: What Zuckerberg Should Have Said
Quantifying Service Impact in Multiple Countries
Perhaps not surprisingly, consumers with problems appear to behave the same around the world, so shows collaborative research done by Customer Care Measurement and Consulting, Tigo, the Millicom Bolivian Cellular Company, and LearningIt in Tokyo, which … Read more about Quantifying Service Impact in Multiple Countries
Article: Quality’s New Frontier, Applying continuous improvement tools to marketing and sales
Head of Quality at the Dr. Pepper Snapple Group, Ken Feldman, and John Goodman, Vice Chairman of Customer Care, teamed up to co-author Quality’s New Frontier, Applying continuous improvement tools to marketing and sales. (PDF, 1.2Mb) In their article, … Read more about Article: Quality’s New Frontier, Applying continuous improvement tools to marketing and sales
Interview: Make the customer experience proactive, preventive and engaging
In this twenty-five minute interview, you will hear customer satisfaction industry expert Laura Sikorski query author John Goodman about how to make the customer experience proactive, preventive and engaging. Take-aways include the importance of doing … Read more about Interview: Make the customer experience proactive, preventive and engaging
Article: Examining the myths and costs of agent disengagement (Part 3)
In Examining The Myths and Costs of Agent Disengagement, a three-part series, John Goodman, author of Customer Experience 3.0 and Strategic Customer Service, identifies the false assumptions many companies operate under regarding employee retention and … Read more about Article: Examining the myths and costs of agent disengagement (Part 3)
Getting Your CFO To Buy Into The Business Case For An Enhanced Customer Experience
John Goodman,Vice Chairman, CCMC March 7 2013 John Goodman, Vice Chairman, Customer Care Measurement and Consulting Research has shown that Voice of the Customer (VOC) efforts that have CFO buy-in are considerably more effective at getting important … Read more about Getting Your CFO To Buy Into The Business Case For An Enhanced Customer Experience
