Beyond Philosophy

NOVEMBER 8, 2017

Commodus’ goal is to assure Maximus’ death in front of thousands of spectators. Back still further, well before the New Century. Fred Reichheld, in a 1993 Harvard Business Review article (“Loyalty-Based Management”, March-April, 1993, p. Back even further, to the era of Total Quality Management.

Consulting 150

Consulting Consulting B2B Metrics 150

Global Response

JULY 23, 2023

In this article: six key reasons to avoid hiring a call center—and what you might do to overcome these challenges. Many companies believe that outsourcing will create sky-high costs for their customer service, or they’ve had negative experiences with outsourcing providers who nickel and dime them for every feature, function or conversation.

Call Center 62

Call Center outsourcing Bilingual agents Service level 62

Help Scout

JULY 13, 2021

Running from responsibility The root of many terrible customer experiences is a company that is happy to collect money from a transaction but not to accept responsibility when things go wrong. This is one situation in which the company should have definitely folded. Bad news for Inspector Gadget. How Bare you?

Customer Service 136

Customer Service Scripts Chatbots Airlines 136

PeopleMetrics

JULY 23, 2018

Every company that is serious about being customer-centric and listening to customers must invest in a VoC software platform that helps them collect customer feedback, quickly understand what it means, and act on it. No matter how the company solicits the customer feedback, it is something that companies directly request, therefore the term.

Feedback 72

Feedback Surveys Big data Customer centricity 72

Customer Service Life

AUGUST 28, 2019

This article was originally published on the MaestroQA blog on June 6, 2019. If you had to choose, what would you say are the absolute most important items on your quality form? As I work with new clients, I’m often asked that question and I usually list four items. Click here to read the original post. Not so fast.

Quality management 67

Quality management Calibration Management Coaching 67

Integrity Solutions

DECEMBER 14, 2018

Is it because you can’t be sure just how accurate those deals your salespeople have assured you will close in Q1 really are? Do you have late-stage revenue that shrinks in value or disappears from your company forecast without warning or explanation? Quality is the forgotten key to pipeline health.

Sales 68

Sales Accountability Management Best practices 68

C3Centricity

APRIL 17, 2018

An interesting article on NewMR by Ray Poynter prompted this post. But I can assure you it’s worth it; its value is now well proven. If you would like to see some exciting statistics about the value of making your customers the heart of your business, then CMO.com has a great article. What a Customer First Strategy is.

Customer centricity 75

Customer centricity Airlines Advertising Marketing 75