Wednesday, July 8, 2020
A couple of weeks ago I took a bunch of people, from one of my clients, to visit The Walton Centre in Liverpool as part of a customer service excellence and continuous improvement programme. Not only is The Walton Centre a world class facility that sp...
Most ecommerce businesses process an online transaction, ship out the product, and move on to the next order. While efficient, this approach cheapens the purchase process and doesn’t take full advantage of the opportunity to wow customers. As such, it ...
Too much is never good. A good balance of everything is what people need. That is also the case in customer service. Technicality is important but a good amount of creativity will go a long way. Especially in this digital age where people get bored eas...
The often cited but rarely realized 360-degree customer view refers to a holistic record of your customer’s profile that captures several types of customer-related data across several channels and thereafter aggregate that data in the CRM database to f...
(reading time: 3 minutes) I accept everyone that requests to connect with me on LinkedIn. As a result, I get about 15-20 LinkedIn messages every single day, and I virtually never respond. This insane influx of LinkedIn messages probably stems from the ...

Ever since I started playing guitar in elementary school, the only online tablature I’ve trusted to teach me how to play my favorite songs have the highest quantity and quality of ratings. To me, a substantial amount of people vetting a certain tab for accuracy and giving it a five-star rating means that it’s the best tab out there. It also saves me a ton of time from having to compare every single tab’s accuracy to one other.

Customers leaving your business or the concept of “Customer Churn” are as old as commerce itself. In any free market society, consumers have exclusive control over their money, and so can choose what and where they prefer to purchase their requirements...
Photo by Pexels, CC0 1.0 You know that if you can really understand what your customers think and feel, you’ll be able to create fantastic products and services that will delight and engage them. Their feedback can be incredibly valuable in helpi...
It’s 2019 and the consumer truly is king. In this age of social media, consumers are more knowledgeable and opinionated. They are more vocal. Today the consumer is far more forthcoming with feedback. Ratings, reviews, tweets, comments and blogs can mak...
It’s easy to talk about the importance of customer input. You bring it up in a meeting, everyone nods in agreement, and you feel smart. It’s another thing to actually invest time gathering and analyzing customer input. As important as this data is, the...

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