Customer Care

News

More News

Harry Hertz
Each year after the Quest for Excellence Conference, I sift through my notes and try to identify themes I have heard in the presentations of the new Baldrige Award recipients. The most...
    It has been more than a year since retailers were forced to temporarily shut their doors or put in place restrictions to limit the in-store experience. Now, as we return to some semblance of normality, it’s essential that trust and brand value are retained for those operating a digital-only...
    We live in an era of statue removal. Meanwhile the largest mountain carving in the world is under construction in the Black Hills of South Dakota just 17 miles from Mount Rushmore. The final carving will be 640 feet long and more than 50 stories high. The subject of that carving? Crazy Horse....
    Iam often asked by customer service leaders how to get the CEO to care about customers. They are convinced there is a missed tactic that, if implemented, would have the C-suite camping out in the contact center and inviting customers to board meetings. When I outline a number of possible approaches...
    Unfortunately, a website is no longer enough for a significant or successful digital presence. Essentially, a presence is nonexistent without some consideration of search engine optimization (SEO). But this, too, has become one of the basics of “going digital”—a must, rather than a “nice to have...

More Articles