Hell Hath No Fury Like A Customer Scorned
I walked past this vehicle in the street the other day and it got me to thinking about Detractors – how could it not? The […]
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Transforming the Customer Experience as Contact Center Leaders
This post originally appeared on the FCR blog on June 24, 2016. Click here to read the original. Last month I had the opportunity to […]
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Customers Say the Darndest Things
This post originally appeared on the FCR blog on June 21, 2016. Click here to read the original. Work in customer service long enough and […]
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3 Reasons Why Customer Service At The DMV Has A Bad Reputation
When you think of the Department of Motor Vehicles (DMV), what comes to mind? Perhaps one or more of these words: Frustration Irritation Anger Annoyance […]
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The Danger of Settling for Status Quo
This post was originally published on the FCR blog on May 27, 2016. Click here to read the original. This week’s episode of the TED […]
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When The Customer Goes The Extra Mile…Literally
This post was originally published on the FCR blog on May 26, 2016. Quite a few people weighed in with their opinion on my original […]
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Favorite Quotes From ICMI’s Contact Center Expo
This post was originally published on the FCR blog on May 20, 2016. Click here to read the original. Twitter has revolutionized conference-going for me— […]
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NOTICE: Complaint Department Is 300 Miles Away
I saw the sign. On the door of a company that resides in the same office building as my office. While this sign is meant to […]
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Effortless Experiences Allow Customers To Exhale
This post was originally featured on the FCR blog on April 8, 2016. Click here to read the original. On that post, Jeff Toister commented […]
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2 Recent Thinks About Customer Satisfaction
This post was originally published on the FCR Blog on March 24, 2016. Click here to read the original. I’ve been thinking a lot about […]
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