What will be the customer service trends of 2015? We’ve got some guesses.

Talking metrics with Ed & Alan.

Ed & Alan discuss companies they’re thankful for.

8 keys to changing your culture & how to measure them.

Alan & Ed discuss the infamous Comcast retention call.

We’ve all had those experiences where we hear that dreaded word “NO” from a customer service representative, whether we are asking for assistance in a matter or looking for a company to do something a bit outside of their normal operations. Unfortunately, in many situations, those people we are speaking to are saying “NO” to…

Ed and Alan have always discussed the importance of listening to the “Voice of the Customer” whether through surveys, focus groups, etc. However, effectively using that customer “voice” information takes more than just conducting the survey or gathering the data. Ed and Alan discuss how to develop strategic approach for using customer “voice” information to…

Ideas to help get employees on the right track & encourage them to go the “extra mile”.

Keep your your clients and customers happy is critical… so the idea of managing “retention” becomes very important for every business or organization. There are many ways to use research and data to help manage and improve your customer retention, and in this episode Alan and Ed discuss several of them and some best practices…