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The 5 Capabilities Employees Need During a Change
This blog post was originally written by Liz Barrett for our sister program, CEB Communications. How much are you asking of your employees? As organizations continue to transform in response to market,...
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How to Fix Customer Service’s Bad Reputation
Necessary Evil. Wicked Stepchild. Customer Service. Sadly, these phrases often get bundled together into the description of the profession that many of us have chosen. And while we could certainly...
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Customer Service in the News | Week of June 15, 2015
How to Use Customer Support Data to Boost Revenue [Inc.] Customer Service as a Spectator Sport is About to End [Time] Social Media is the Slowest Way to Resolve Customer Service Issues [Social Times]...
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5 Key Ways to Be Low Effort
Service leaders are often tasked with a difficult mandate: improve the quality of the service experience while minimizing costs. For more than five years, we’ve argued that the way to break out of this...
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Conducting a Focus Group? Plan Carefully or Don’t Bother
Customer Contact doesn’t always take the lead on VOC (voice of the customer) activities; often, company leaders rely on their Market Insights or Marketing functions to run surveys, conduct...
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Pay Isn’t Everything!
This blog was originally written by CEB HR under the title, “And I’ll Take a Side of Benefits, Please.” Next month Chipotle will be the next large corporation to extend benefits, such as paid time off...
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Customer Service in the News | Week of July 27th
1. Customer Service Hall of Fame [USA Today] 2. Five Customer Service Mistakes You Should Avoid [Forbes] 3. Better Online Customer Service [Business 2 Community] 4. Challenges Posed by Social Media...
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Do Customers View Reps as the Wizard(s) of Oz?
“Pay no attention to that man behind the curtain,” the “Great and Powerful Oz” stammers as his true identity is revealed. In one of the final scenes of the iconic 1939 film The Wizard of Oz, Dorothy...
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Customer Service in the News | Week of August 10th
1. Social Media Customer Service: 12 Tips [ Forbes ] 2. Facebook and Customer Service [ AdWeek ] 3. The Fallout of Bad Customer Service [ Business2Community ] 4. Leverage Employee Feedback to Improve...
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4 Capabilities Your Reps Must Have to Reduce Customer Effort
Despite near-constant increases in the investment companies make into customer service, customer loyalty has remained flat for several years. This difficulty to see an ROI on investments into contact...
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How to Ace the Social Media Test
The customer service world was abuzz last week with Facebook’s launch of a new feature that allows businesses to privately message individuals who leave wall posts or comments on their business pages...
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Why Rep Training Should Look More Like the TV Show “Chopped”
I’m a food lover. I love to cook and have been known to glean inspiration from the Food Network. Watching their programs gives me ideas that I might not otherwise conceive, plus it demonstrates how...
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Do Your Reps Sound Like an Airline Safety Video?
If you fly for work or pleasure, even a little bit, you’ve more than likely seen the video (or every so often, live demo) of the aircraft safety features. If your schedule is like mine, you can...
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3 Things You Should Have in Your Onboarding Plan (But Probably Don’t)
Once again, we find ourselves in the middle of the summer. Unlike many other functions, which are experiencing quite a slowdown, service organizations can get hectic as summer activities (e.g., travel,...
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Understanding the Difference between Customer Needs vs. Customer Wants
80% of service organizations believe the key to an effective multichannel strategy that delivers low effort service is to add more options, more tools, and more choices. And, it’s not hard to...
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Enabling Your Staff to Deal with Crisis – Financial or Otherwise
In recent days, world financial markets have experienced massive upheaval. Many experts will say that this was expected; that it’s a normal part of the prolonged market growth that has been experienced...
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What the DMV Can Teach Service Leaders
The stars aligned last month when my car registration & driver’s license expired on nearly the same date. Oh, and my family and I moved to a new address, too. So what normally would have been three...
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Should High Performers Make 500% More Than Their Peers?
The following article was originally written by Jonathan Tabah, a senior executive advisor with CEB’s Sales Leadership Council, for a sales executive audience. An article recently published in Business...
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How to Stop Escalations from Happening in the First Place
I’ll admit it. I’m a pretty bad customer. I’m the sort of customer that gets frustrated so easily that by the time I call, I’ll often ask to be escalated within 30 seconds of speaking to the frontline...
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3 Ways Reliant’s Onboarding Program Prevents Bad Habits from Developing
We’ve spent much of the last year talking to customer service leaders about hiring, retention, and engagement, trying to understand what it takes for a customer service rep to succeed in today’s world....
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