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...

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,...

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...

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...