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How to Get the Most Out of Your Reps
Did you know that companies don’t “break even” on the costs of recruiting, hiring, onboarding, and training a new customer service rep until 12-18 months into that rep’s tenure? If a rep leaves before...
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Your Customers Don’t Want to Talk to You (But Feel They Have To)
I’ve been known to go on some pretty serious traveling sprees to visit customer service leaders and CEB members around the world. Across a memorable three week span a year or so ago, I was in Sydney,...
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Two Questions to Solve Your Self-Service Challenge
Recently the U.S. Internal Revenue Service (IRS) announced that their customer service is about to “get worse”. (insert “How is that possible?” joke here) Peer a little deeper into the IRS challenge...
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‘Tis the Season for Planning for the New Year
This time of year, many service leaders find themselves in the eye of the Perfect Storm: Professionally, we’re faced with year-end wrap up, like finalizing strategy for 2016, plus spikes in contact...
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Keeping Your Head on a Swivel: A Look Back and Ahead
My 11-year old daughter plays competitive soccer (or football, to the rest of the world) and her position requires that she’s almost constantly looking behind her (to see if she has defensive support...
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Simple Financial Advice in Volatile Times
Given the current climate of global markets, thinking about investing, insurance, and retirement planning are on the minds of many. Low-asset financial-service products such as basic banking and credit...
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Turbulent Times: Control What You Can
Who remembers Sesame Street’s “One of These Things” game? In this game four objects or people are shown on TV while the narrator sings: One of these things is not like the others. One of these...
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We May Have Hit Peak “Stuff”
Occasionally, we feature popular blogs written by our sister programs at CEB. This week we feature a blog from the Customer Experience Leadership Council on how the age of consumerism is reshaping the...
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A Pivoting of Twitter?
Twitter seems to be in a funk. Shares of the microblogging site have dropped 67% over the past year. User growth has slowed, stagnating in Q4 of 2015. Righting “a sinking ship” (as the New York Times...
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Do You Listen to Your Customers?
Do you listen to your customers? I’ll answer the question right away. Yes, of course you listen to your customers! No brainer! As we are moving to a customer-centric world, service organizations have...
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