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Developing Customer Service Skills For 30+ Years

Case Study: Failed Customer Engagement On Website

Customer Engagement File Customer Engagement Case Study – Pulling Things Together by Robert Bacal Acme is an online book store and publisher, with a relatively successful and profitable website. Their daily traffic runs at about 3,000 unique visitors a day, and while they don’t sell…

Business Types Where MORE customer engagement backfires

The Customer Engagement File Various Business Types Where Customer Engagement Gives A Negative Return On Investment by Robert Bacal In Parts One and Two of this series, we talked about the importance of defining what we want customers to interact ¬†or engage with, AND to…

Customer Engagement A BAD Thing?

The Customer Engagement File Think Twice Before Trying To Increase Customer Engagement by Robert Bacal Note: Customer engagement is one of those words bandied about, often mentioned, but seldom analysed in terms of achieving business goals. In this new series we’ll look at customer engagement…

Six Learning Points About Customer Experience – A Tale of Two Hotels

Six Learning Points About Customer Experience – A Tale of Two Hotels Since people vary so much in terms of what they see as positive customer experiences and its not possible to be all things to all people, it’s important to start by defining your…

When And When NOT To Work On Customer Engagement

Customer Engagement File Guidelines For Assessing Whether Customer Service Is “Good” For Your Company by Robert Bacal If you’ve read Parts One, Two And Three of this series, you should now realize that trying to increase customer engagement is just as likely to damage your…

How Higher Customer Engagement COSTS Companies Money

Customer Experience File When Customer Engagement Actually COSTS A Company Money by Robert Bacal In part one of these series, we mentioned that if you increase customer engagement (whatever that means, and there’s no universal definition), the result “may be that you see positive results…

Learn To Succeed With Difficult Customers

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