by Ray Miller | Apr 4, 2023 | Customer Service and Customer Focus Articles
What is Customer Focus and Why is it Important? This 4 minute video explores what customer focus is, what customer-focused organizations do and why it is important. You can watch this video or read the full text below. Some people call it customer focus. Others refer... Read More
by Ray Miller | Dec 13, 2013 | Customer Service and Customer Focus Articles
The answer is simple: Long Term-Profitability. Years of research prove that when leaders are customer-focused they help to differentiate their organization from their competitors and the result is greater customer loyalty and revenue. Customer Focus is a Leadership... Read More
by Ray Miller | Nov 13, 2013 | Customer Service and Customer Focus Articles
The following are based on real events in two small businesses: Scenario 1 It’s 5:30pm. John, a customer support specialist at a small computer networking firm receives an urgent call from the president of a nearby brokerage firm. Their client server network has... Read More
by Ray Miller | Jun 21, 2013 | Customer Service and Customer Focus Articles
Customer Service Training versus Customer Focus Training is by Ray Miller When most people think of customer service training, they usually target the training needs of their customer-contact employees. After all these are the people who are interacting directly with... Read More
by Ray Miller | Jun 20, 2013 | Customer Service and Customer Focus Articles
The first rule of stellar service delivery is: Service is all about expectations. You buy a product; you expect it to work the first time. You go to a discount supplier, you expect the quality to be less than the high end dealer, but you still expect what you buy to... Read More
by Ray Miller | May 30, 2013 | Customer Service and Customer Focus Articles
Would You Do Business With You is by Eric Fraterman. (Eric is a friend and strategic partner. This article was recently published in Customer Service Management) If more company presidents and their senior managers asked themselves this question with the customers’... Read More
