by Andrew Bosko | Jul 16, 2020 | Uncategorized
Use this 10-Trait Scale for a Quick Reality Check Customer centricity. You know what it means: running your business with your customers’ needs front and center of your actions, investments, and decisions. You also know why it’s important to be customer centric. And...
by Andrew Bosko | Jul 14, 2020 | Uncategorized
Are You Ready to Re-Build Customer Loyalty? The 2020 National Customer Rage Study was released last month. With everything else going on, did you have a chance to look through it? You should. It’s a quick and straight-forward read. It’s also an eye-opener. This year’s...
by Andrew Bosko | Jul 8, 2020 | Uncategorized
Don’t Skip These Critical Steps Sometimes, the best way to get a reality check on how well you’re really treating your own customers is to simply be one of your own customers. Experience your brand’s customer experience. What do I mean by that? Well, let’s be real. If...
by Andrew Bosko | Jul 7, 2020 | Uncategorized
The short-term steps you take immediately after a crisis can have a huge long-term impact on customer trust. You already knew that. You probably even had a business continuity plan that detailed the 3 basics for rebounding after catastrophe: move swiftly to identify...
by Andrew Bosko | Jul 2, 2020 | Uncategorized
When your customers reach out to you with a question or a problem, you know they’re expecting a clear, accurate, efficient response. If you can’t meet those expectations, the future of your customer care operation – and your brand – looks pretty bleak. But you also...
by Andrew Bosko | Jun 30, 2020 | Uncategorized
Last March, I wrote about what I saw happening to the customer care industry when COVID-19 forced entire call centers to close their doors, send their agents home, and scramble to provide the technology necessary to get those agents back on the phones. It was ugly. As...
