Tag: Customer Contact Council

1.3
Chapter 1: The three principles of great customer service

Busting Customer Service Myths

Busting Myths

During our research for this guide, we uncovered many studies, reports, and articles from 2014 (Nick Toman guest post and Forbes), 2013 (Salesforce), and 2012 (Harvard Business Review: Stop Trying to Delight Your Customers!) that challenge conventional thinking about customer satisfaction, loyalty, and whether customer service should be a cost center.

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1.4
Chapter 1: The three principles of great customer service

The Three Principles Of Great Customer Service

Building on the service gap model (SERVQUAL, if you would like to know more) and the data and insights from the Customer Contact Council, the Corporate Executive Board (great book here!), and others, we distilled all the insights down into three core principles of great customer service.

These principles will help you set a clear ambition for your team and focus your own efforts in strategy. They also form the backbone of the following guide.

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