April 29, 2008 | Author: Zack Taylor I knew it when I saw it We all appreciate when someone looks out for us. Phrases like "got your six" and others have become part of our vernacular. Even more formal terms like "customer advocacy" – defined by Forrester Research as "the perception on the part of customers that a firm does what's best for them, not just what's best for its own bottom line" – have been identified as critical to creating long-term customer relationships. More >> Permalink | Comments (1)
January 09, 2008 | Author: Zack Taylor Welcome to 2008: Don't try this at home, or in your contact center Casey Stengel once said, "Never make predictions, especially about the future." In that spirit, perhaps it would be best to stay away from predictions for 2008, tempting though it may be. Instead, let's focus on what we know now. After visiting numerous call centers over the last several years, one thing I know is that behavior occurs in the call center that you'd never want to encounter in real life. More >> Permalink | Comments (1)
September 27, 2007 | Author: Andy Green Humans Matter, Even for Web 3.0 These days, it almost seems that the Web is smarter and more knowledgeable than any human – obtaining new information and skills all the time. And if Web prognosticators are right, as we move past Web 2.0 to Web 3.0, we'll be able to pinpoint information through more natural queries. More >> Permalink | Comments (2)
The last I checked, platinum is more than double the price of gold. Basic economics states that the rarer the commodity, the higher the price will be to obtain the item.
The same holds true for what we refer to as "The Platinum Rule" in customer service. We've all heard of the Golden Rule – "do unto others as you would have done unto you" . . . simply put, treat others the way you would like to be treated. More >> Permalink | Comments (1)
