One thing best-in-class companies have that you probably don’t
April 25, 2012 by Michele McGovern
The best companies rise to the top because of this one customer service strategy. Do you follow it?
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April 25, 2012 by Michele McGovern
The fastest way to lose customer loyalty
January 13, 2012 by Michele McGovern
More than 60% of customers will dump you if this is done to them.
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3 signs it’s time to sever ties with a customer
November 23, 2011 by Michele McGovern
Loyalty’s great, but some customers aren’t worth it.
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5 fastest ways to kill customer loyalty
November 18, 2011 by Michele McGovern
Companies and contact center agents must work hard to gain customer loyalty. Unfortunately, it doesn’t take much to lose it. Avoid these fumbles.
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Why the contact center holds the key to the company’s success
November 15, 2011 by Michele McGovern
Contact center agents make a bigger impact on the company’s bottom line than anyone ever imagined. Here’s why.
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4 mistakes customers don’t forgive – and how to avoid them
November 11, 2011 by Michele McGovern
Customers can forgive most little mistakes on your end. But there are a few things that they can’t forget and forgive.
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3 ways to stay in touch with customers without being a pest
November 9, 2011 by Michele McGovern
How can you keep in touch with customers without being a pest? Contact center pros can use these tactful ways to stay connected to customers.
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Why it’s so hard to gain customer loyalty
October 27, 2011 by Michele McGovern
Why’s it so hard to gain customer loyalty these days? Here’s what contact center leaders say.
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4 clues your company doesn’t value customer service as much as you do
October 25, 2011 by Michele McGovern
The higher-ups say customer service is important, but they may sometimes mistakenly make decisions that don’t reflect that thought. Watch out for these signs.
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Have you called a customer lately? 4 reasons to do it now
October 21, 2011 by Michele McGovern
Treating customer service as a two-way street builds loyalty. Here are the four best times to reach out to customers.
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