
The ROI of customer service
What is the ROI of customer service? It’s a great question. It’s also a bit of a trap, because most of the answers you’ll get aren’t helpful.
What is the ROI of customer service? It’s a great question. It’s also a bit of a trap, because most of the answers you’ll get aren’t helpful.
Wow! On Monday, my article on Boeing’s lack of transparency and failure to take ownership came out in Fast Company. Yesterday, Volkswagen dramatically punctuates how
“But that’s the thing about loyalty, isn’t it? It’s given freely. You can’t say ‘I’ll be loyal to you only if you are loyal to me.’ That’s not loyalty – that’s a contract.”
There are two common beliefs about customer loyalty. The first is that loyal customers are important to a business. The second is that loyalty, in
The recipe for building relationships has probably never been stated more succinctly or elegantly than by Dale Carnegie. One of his most famous quotes from
The Science of WOW is ground-breaking new customer service research that speaks to the importance of empowerment, ownership, service recovery and customer service training. Companies will find this a useful resources as they work toward improving their overall customer experiences.
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