Who NOT To Listen To About Customer Service Improvements by Robert Bacal Social media has provided anyone who wishes to expound on customer service (and many other topics) regardless of their expertise, experience or agendas. This makes it more difficult for businesses to get a…
Delighting Customers/Exceptional Customer Service Critical? Nope. Myth! Delighting customers is a path that will only work for less than 2% of companies, or even less depending on niche. You aren’t Zappos. You can’t ever be Zappos, so don’t try. The really uncommon customer service idea…
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…
Customer Service Myths Why Customer Service Won’t Differentiate Brands In The Market Place. And It’ll Get Less Important In The USA Many people, including a good number of business “experts” have suggested that the quality of a company’s customer service will make it “stand out”…
Common wisdom about business value of customer service often way over-stated. Is Much of What You Believe About Customer Service Wrong? – Could Be. By Robert Bacal As is probably the case with you, I’m someone who makes a living by being interested in customer service,…
Preaching “Love Thy Customer” A Bad Thing? It’s Time To Stop The “Love The Customer” Nonsense and Get Serious About Customer Service It’s time to cut the crap about customer service “love”, and start to deliver basic, efficient, fast service to customers. It’s the ONLY…
Customer representatives need to provide advice, expertise to help customers navigate the complex world of buying and many options. Complexity and Overwhelming Consumer Options Have Changed Contact Staff’s Relationship With Customers Customers are feeling overwhelmed by the decisions required to purchase products they used to…
Why Companies Don’t and Won’t Improve Customer Service There’s a great cacophony of nonsense about a lot of things related to customer service particular by self-proclaimed experts with large followings on Twitter. While these folks are good at self-promotion one has to wonder what qualifies…
Complex Systems The Source of Majority of Customer Service Failures – Part I by Robert Bacal Why IS customer service so poor. Survey data, for what that’s worth, shows customers feel that it’s getting worse. Who should we blame? Here’s the customer service team for…
Rethinking Customer Service Quality Customer Service, Sustainable Customer Service- It’s About Balance Sustainability is an important concept for our current world, but it applies to things other than environmental concerns. Sustainability refers to an approach that considers the ability of a product or process to…
