Blogs

  • Are You Already Solving Your Customers' issues to Drive Loyalty?
    Christian Gondek
    Australia
    October 15, 2011

    A recent article In Harvard Business Review (July 2010) by Matthew Dixon, Karen Freeman and Nicholas Toman recommended businesses to “Stop trying to delight your customers” and “solve their problems” but instead to win their loyalty”.[1]

  • Customer Satisfaction Isn't the Be All and End All
    Alan Bates
    Australia
    October 1, 2011
    Ok, it is pretty important, but it really depends on what you mean by customer satisfaction – especially when it comes to call, contact or service centres. Are you happy with that? Did we help you? How nice was Jenny? On the face of it, these quest...
  • Is There Too Much Emphasis on Answering Telephone Calls, and Not Enough on the Outcome of the Call?
    Steve West
    Australia
    September 15, 2011

    Most organisations invest significant time and money into making sure their telephone calls are answered. But if the caller comes away thinking ‘that was a waste of time…’, why answer the call in the first place?!?! What steps can you take to ensure the caller puts the phone down thinking ‘that’s taken care of…’?