Links
The Client Relationship Autopsy
I read an interesting post by Leo Bottary over at Client Service Insights (CSI). His post Why Did You Lose A Client? goes over what he calls the Client Relationship Autopsy. In it he describes the process that he uses to analyze the loss of a client. Not only is this a great process that [...]
What is Paid for REALLY Gets Done
I was reading the “Experience Clinic Blog” and came across the article CMO’s say one thing, and do another. In it Colin Shaw talks about the disconnect between what Chief Marketing Officers say about the customer experience and what they actually do about it. What really interested me though were the following paragraphs: It is [...]
Customer Service Improves Stock Price
I found this article on BusinessWeek: How to Play – BusinessWeek Basically, studies have shown that the stock price of publicly traded companies whose customer satisfaction index is high or improving generally outperform others. I can’t say that I’m surprised at the results. However, I am surprised that it was published. This is the kind [...]
The Essential Customer Service Whitepaper for 2009 | Justinflitter.com
The Essential Customer Service Whitepaper for 2009 | Justinflitter.com (broken link, his Posterous website is Conversations³; I finally found the white paper on Scribd) I found this on the web. It’s a very good overview of the different ways to interact and listen to your customers. However, just reading it isn’t enough. Organisations need to [...]
Too much customer service?
I found this article on msnbc.com (Customer service overkill can kill you – Your Biz – msnbc.com) and found it interesting. I think the better question is: “If the attention is unwanted, can it really be called service?” I think organisations should be “customer driven” (REF: The Customer Driven Company by Richard C. Whiteley) and [...]
