Profitable Growth through High-Value Customer Experiences
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
My concern in this post is how the transient nature of a “gig economy” workforce could impact customers. The gig economy is “a labor market characterized by the prevalence of short-term contracts or freelance work as opposed to permanent jobs.”
If you’re familiar with the expression “fake it ‘til you make it” consider adopting it as one of your Customer Success tenets. Training your customer-facing employees to bend the truth a little can help you reap amazing business results. Here’s
Despite notions to the contrary, we are not in the customer experience business to make customers happy. We are in the customer experience business to help our companies achieve tangible business results. According to one definition I read recently, the