great customer service

May 28, 2016

Could too much measurement be preventing the delivery of great customer service?

We are increasingly able to quantify and connect up our lives. We can now measure and monitor: How many steps we have taken today. Our average […]
November 6, 2015

Are organizations offering their customers too many customer service channel choices?

Over the last 20 years the number of customer service channels has grown around four fold: Prior to 1995 service was largely provided either face to face, […]
January 23, 2015

Proactive customer service will pay back ten fold – Interview with Matt Lautz of Corvisa

View image | Today’s interview is with Matt Lautz, President and CIO of CorvisaCloud, a provider of call centre software and a cloud based enterprise […]
November 24, 2014

The longest lasting emotions in customer experience

I’m really interested in the emotional and psychological side of customer service and customer experience. As a result, I’m always on the look out for new […]