(this is an archive of the blogs published 2009-2020 while independent and an influencer iconoclast)
Surveys Done Right – Part 1 – Point-of-Service Surveys I am going to break some very old rules of mine to write this post. Ever since I introduced the three-layer model for surveys while at Gartner (point-of-service, customer-satisfaction, planning) I have been getting requests for “sample questions”. I have maintained, and continue to do, that …
Continue reading "Surveys Done Right, Part 1 – Point of Delivery Surveys"
Come on, say it out loud three times real fast. Solving the WHYDFMT problem in Customer Service, solving the… forget it. Quite a mouthful, ain’t it? Alas, this is the quintessential problem of customer service and the one you need to tackle. Forget channels, and feedback, and measurement and all that stuff. That is secondary. …
Continue reading "Solving the WHYDFMT Problem in Customer Service"
I know this will be hard to believe – but I am a nerd, a geek, a lover of all things technology. Why, in the old days when Windows 3.x was just beginning I made a few extra dollars building computers from spare part for fellow students (hey, it was way cheaper and popular back …
Continue reading "Forget Parallel Computing…The Money is in Parallel Servicing"
So, how tired are you of hearing me — what’s the right word here… oh yeah — “emphasize” the need for customer centricity? I wrote about it before in this blog, and I wrote and preached about it for over seven years at Gartner. It was almost like a battle-call, each time I talked to …
Continue reading "Shifting Priorities, or How to Become a Customer-Driven Organization"
First things first: I don’t have a set formula for calculating a ROI on CEM. Are you still with me? Good… because what I do have is better than a formula – I have a method. A method we used several times before, and it has proven to be successful. So, if you are interested …
I have had lots of requests lately dealing with social media, and how to make good use of this for Customer Service and CRM – even broadening the scope into the entire enterprise. Of course, this is related to the “explosion” in twitter, plurk, Facebook, blogging and related tools. But, is there something else there? …
Continue reading "Customer Service is Dead — Long Live Community Service!"
Yeah, yeah, yeah. I’ll admit it – I love”The Matrix” (not the sequels as much as the original). It can be used in so many ways to explain technologies and trends. I am not talking about the aesthetics of “bullet time”, nor whether it could possibly exist. I am talking about the actual world where …
While I was at Gartner I wrote a lot about Customer Experience Management (CEM). I mean a whole lot. I co-wrote a guide to doing CEM with Ed Thompson (if you have a Gartner account, you just have to read what he writes – and if you can make it to one of his presentations, …
Continue reading "It is All About the Experience, You Know?"
I must confess, I created most of the content for this post for a presentation I did at the last SSPA conference in Vegas. It was a very interesting conference to be honest. I was afraid no one was going to be at my presentation, but I ended up with standing-room only, and lots of …
Continue reading "Using Email for Customer Service? Here’s How to do it Well"
(Part 3 of 3) Part 1 – Is it Really More Expensive to Get New Customers? Part 2- Segmented Customer Acquisition Costs Saves the Day OK, on the final part of this three part series – how to calculate your customer maintenance costs. Yes, this is the longest one as far as the number of …
Continue reading "The Evil Lies in Properly Calculated Customer Maintenance Costs"
ThinkJar - The Blog (Archive)! 