Customer relations is the company-wide process of nurturing positive relationships with your customers — the sum of all customer interactions and experiences.
ByHBR.org
Summary. Some customer service experiences are simple and can be automated. But others, particularly those that involve challenging and complex customer needs, often require creative solutions by frontline employees. In these situations, should employees be empowered to break rules and protocols in order to come to a satisfactory conclusion? Research suggests that certain situations can benefit…
ByHBR.org
Summary. Surveys are a pain to complete and, as a result, most people don’t invest much thought in filling them in, which means the information they give is low-quality and unlikely to provide strategic insight. Talking to customers and asking open-ended questions yields better results and in most cases your managers will not need to conduct…
ByEY
Consumer behavior is changing dramatically all of the time… … If you don’t plan for the future today, you may find tomorrow’s too late. While the immediate response to COVID-19 seems all-consuming, we still need to think of this pandemic in phases. There’s what we must do “now” to manage business continuity, what we must…
Topic: Business Owners get the leftovers and – unrelated – how it sucks to get old and looking for a job. The issue has been settled. The Outliers Inn will no longer take reservations, but rely solely on walk-ins. From this day forth, we will rely on the eccentricity of our audience and their eclectic interests,…
Although fraught with great peril, our intrepid hosts open-up the podcast to call-ins. What can go wrong? Well, everything can go wrong. But in spite of the incredible odds, our first call-in episode went rather well. So well, in fact, that the call-in format will be our new standard format for the show. In this…
ByHBR.org
HBR reckons that any big company, and few departments will be as instantly recognizable as customer service. The call center usually resembles a factory floor, with row after row of reps, headsets on, sticking to the script and rushing from call to call as they try to minimize “handle time.” But walk into a T-Mobile…
