Customer Loyalty

Customers typically leave due to price, product or service issues. As a contact center leader, you may not have direct control over price setting or production quality. However, your team has an outsized impact...

There is no such thing as, “just an address change” or a “simple customer question.” Every interaction is a loyalty situation: How that interaction is handled can either generate customer commitment or drive that...

Some of the best lessons about customer service happen when you are the customer. In my case, I spent 20 years as a loyal client of a certain roadside assistance program. However, my new...

I travel often, and so I am generally at one of the highest status levels for the airline I fly, the hotel where I sleep, or the rental car that I drive. Occasionally, though,...