(This post originally appeared in Oracle’s SmarterCX.) For nearly three decades companies have held a common belief that “recovering” after delivering a poor experience earns stronger customer loyalty than if a company delivered an excellent experience in the first place.
Like many people who follow college basketball (and who doesn’t during March Madness?), you may have seen footage of Tom Izzo giving one of his Michigan State players an earful. The simple question is: does yelling work? Does that approach
Recent studies show compelling evidence that US customer service centers are moving their employees north. The reason may surprise you. It turns out that service representatives treat people better when they are cooler. But when employees are warmer, for example
What are “vested outcomes,” when should companies consider them, and why is such an approach needed? The simplest explanation is that, in a vested model, both customer and supplier have a stake and incentive in achieving a mutually successful result.