Listen to Your Employees, Value Your Customers – an interview with influencer Ricardo S. Gulko

Ricardo S. Gulko has been helping large companies as executive and global strategist such as Samsung, Amdocs, Ericsson, Vodafone among several other to enhance their services,delivery, customer experience to ensure customer success with a hands on approach.   In his interview with me, he shared his insights on the current state of the customer service

4 Reasons Black Friday is Bad for Business

We have all heard the stories of those terrible customer experiences on Black Friday – where droves of customers line up the night before only for someone to possibly get injured in stampede.   So why is it so appealing for companies to throw away all their customer-centric values for this one day of madness? It

3 Ways to Thank Your Customers this Thanksgiving

Nothing speaks great customer service more than a smile and a thank you, and now is the perfect time to show off your hospitality.   Halloween is officially over, your candy stash is running low, and the next holiday is ready to take center stage. YUP, Turkey day is just around the corner, and that

Important Customer Satisfaction Metrics to Follow

So, customer satisfaction metrics are obviously something important to keep an eye on, because a satisfied customer is potentially a loyal customer and potentially an addition to a good standing reputation as a company. A better reputation also brings profitability and growth right along with loyalty. But, what are the important metrics for this? Some

How Can We Servion You?

I recently had the opportunity to interview a couple of expert in customer service.  David Baker and Shankaran Nair from Servion spoke to me and gave me insight into how they see the customer service world going in the coming years. So lets see what these guys had to say. Q: What methods do you

Prioritize Your Customer Experience for Your Customers

The customer experience is the most pivotal aspect of any business. However, this school of thought does not entirely resonate with many organizations.  Companies are too busy selling their products and services; in the process, they fail to address the matter that is the customer experience. Largely, organizations have not changed the old rules of

Aberdeen Group Publishes New Research: Customer Experience is Changing

A new press release has found some research that proves a little what i have been preaching for a while. That there are links between customer service and marketing, social customer care. The research was based on two webinars that were conducted   One focuses on the social customer service practices and one on getting customer