Give thanks to your customers.
As we begin Thanksgiving week, we are all thinking about the things for which we are grateful. For many, the list of thanks is comprised of family, friends, loved ones, freedom, security, employment,...
View Article3 Call center mistakes that could kill your business
One of the things I love most about my role as VP of Analytics and Client Services here at Customer Relationship Metrics is identifying problems my business partners didn’t even know they had, and then...
View ArticleSmartGrid Warning: Impending Rolling Blackouts for Utility Service
A loss of power is looming over the utility industry and the problem will be far larger than anyone expected. Remember the days when your utility company sent you a barely-comprehensible bill and you...
View ArticleManaging the ever-demanding customer expectations.
As a mother, wife, business owner, board member and the wearer of many other hats, I am constantly managing expectations. If I do not set the proper expectations with all of the different people in my...
View ArticleYou vs. your competition, head-to-head, how’d you do?
A few weeks ago I had a mishap with an electronic billpay that brought together – and then set apart -three financial institutions. Admittedly, I made a mistake in creating the electronic payment...
View ArticleAre customers using crowdsourcing to find your products?
It’s time to get a new TV so I went to my local electronics store see the choices. I wanted to compare the options and then select which model, brand and type would best suit my needs. I found a...
View ArticleDo 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 ArticleEmotional decisions will cost you thousands without Customer Experience...
It is human nature to make emotional decisions based on nothing more than a reaction to a feeling, even if it is irrational. In business, emotional decisions made every day without thorough customer...
View ArticleThe research proves it…we cannot wait to measure the customer experience.
A 2002 Harvard Business Review article stated that after a year, customers who were surveyed regarding satisfaction with a service interaction (with a financial institution) were more than three times...
View ArticleDo you have a rule to keep your post-call IVR surveys very short?
“Do you have a rule to keep the survey very short?” is a question that was included in the 25 Mistakes to Avoid with Post-call IVR Surveys ebook and self-assessment. The ebook and self-assessment...
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