Do your customers fall into the ‘expectations gap’?
Does your organization have customers with different expectations than they should? How does that happen when your company should be setting proper expectations? But, as you know, there are often...
View ArticleExcellent customer service wins brand advocacy.
Anyone that’s successful in business can tell you that what sets them apart from their competition is excellent customer service. We all know this but the challenge is execution. I recently made a...
View ArticleWhen customer service terrorists strike!
Too many customers are gaining fame by attacking companies because their unrealistic customer expectations were not met. The fires are fueled by our unquenchable thirst for sensational news stories so...
View ArticleIs social customer service spoiling us?
We live in an age of instant gratification and that most definitely applies to customer service. We expect good service when and how we want it, 24/7. An immediate tweet back. A fellow Facebook fan...
View ArticleHow will increased holiday sales impact an ever-widening customer service gap?
Do the fast approaching holidays fill you with dread at the thought of crowded malls packed with shoppers and incompetent, temporary store employees? The HayGroup predicts that approximately 75% of...
View ArticleDo contact centers hate families or LOVE Black Friday more?
Has the growth of contact centers along with consumer and Wall Street demands ruined it for families? Has Black Friday gained more societal power than friends, family, and fellowship? I was asking...
View ArticleAre your customer processes built on good intentions but fail operationally?
I bet your parents are like mine and love to share their call center experiences because they feel close to you when they deal in your world. It turns out that my mother has been dealing with a banking...
View ArticleThe customer expectation will damage your brand.
Recently two highly-publicized customer expectations lawsuits have been in the news; one for Anheuser-Busch misrepresenting the alcohol content in a variety of its beers and the other with Subway’s...
View ArticleDo you think it’s a good idea to transfer upset customers from the survey to...
“Do you think it’s a good idea to transfer upset customers from the survey to supervisors?” is a question that was included in the 25 Mistakes to Avoid with Post-call IVR Surveys eBook and...
View ArticleJim Rembach is the Opening Keynote Speaker for the Contact Center Network Group
Jim Rembach, Chief Spokesman for Customer Relationship Metrics, will deliver the opening keynote address at the CCNG Optimizing Customer Experience Management Event, June, 20, 2013, in Charlotte, NC....
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