Blogs about: Extreme Customer Satisfaction
Featured Blog
Worst Case Scenario for Delivering New Customer Value
Here is a worst case scenario: A well known product, already experienced by the entire market. It’s had many re-introductions in different forms, packages, and industry verticals. Fully commodit… more →
Extreme Customer Satisfaction
Worst Case Scenario for Delivering New Customer Value
Rudy Vidal wrote 1 month ago: Here is a worst case scenario: A well known product, already experienced by the entire market. It … more →
I'd rather pay more, take longer and get tired, wouldn't you?
Rudy Vidal wrote 1 month ago: Brilliant ! Here is a good example of the overwhelmingly powerful effect of experiences in creating … more →
Rudy Vidal wrote 1 month ago: A couple of days ago, I answered a question on a linkedin group that I thought was interesting: … more →
BlackBerry - Taking Their Eye Off the Ball?
Rudy Vidal wrote 2 months ago: We prefer to find good examples of customer centricity to make our point. However, sometimes example … more →
A master of Experience and Differentiation
Rudy Vidal wrote 2 months ago: Friends, Some of you may remember this posting from over a year ago. As the need to differentiate be … more →
Contact Centers of America Aims to Revolutionize Outsourcing
ccaintheusa wrote 2 months ago: Outbound Call Center Featured Article August 06, 2009 Contact Centers of America Aims to Revolutioni … more →
Some Lessons Learned
Rudy Vidal wrote 2 months ago: This posting includes video, please click here to see the post on Xtreme Customer Loyalty Blog Thank … more →
10 Considerations for Successful Contact Center Culture Shifts-Part 1
Rudy Vidal wrote 2 months ago: In this series of 3 postings, we will cover 10 considerations for creating successful cultures shift … more →
An Unguarded Thought on Customer Contact Centers
Rudy Vidal wrote 3 months ago: While putting the finishing touches on a white paper on contact center cultures, this spilled out on … more →
Front-line Empowerment Can Makes All the Difference
Rudy Vidal wrote 3 months ago: This story is sad, but a little funny at the same time. Continental Airlines Flight 47 kept about 50 … more →
Some Culture Mechanics
Rudy Vidal wrote 3 months ago: Yesterday, I had the pleasure of speaking to a group of CCNG members in Cincinnati, and the topic of … more →
nothing will change until something changes
Rudy Vidal wrote 5 months ago: One of the most common hurdles in trying to improve the customer experience, is that we view the cus … more →
Profitable Loyalty
Rudy Vidal wrote 5 months ago: Sometimes I talk about the idea of Profitable Loyalty and often I’m asked what I mean. So, here it … more →
Average Handle Time - A Good Metric? For Whom?
— 8 comments
Rudy Vidal wrote 1 year ago: Two things drive me to a posting on Average Handle Time (AHT). A previous posting on Average Speed o … more →
Have we what it takes to be like Johnny?
Rudy Vidal wrote 1 year ago: Friends, Today a colleague sent me this video which I think is not only inspiring but revolutionary … more →
Regularly Scheduled Reminder: Back to Basics
Rudy Vidal wrote 1 year ago: Yesterday I had the pleasure of speaking at a regional gathering of the Contact Center Networking Gr … more →
All Customers Are Not Created Equal
— 7 comments
Rudy Vidal wrote 1 year ago: Your contact center is suffering from unexpected staff shortage. Two queues are are in troubl … more →
Wearing Good Customer Service Like a Uniform.
— 8 comments
Rudy Vidal wrote 1 year ago: Ok, I’m glad to be writing about a good experience, since sometimes I think I concentrate too … more →
To Err is Human, so is to Care.
— 3 comments
Rudy Vidal wrote 1 year ago: My father called Quest to have a new phone installed at the house. On Monday, as scheduled, the tech … more →
