Blogs about: Managing Xcs
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I'd rather pay more, take longer and get tired, wouldn't you?
Brilliant ! Here is a good example of the overwhelmingly powerful effect of experiences in creating customer behavior and loyalty. The new product is clearly less effective than the alternative, yet c… more →
Extreme Customer Satisfaction
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 1 month 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 →
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 Culture Shifts-Contact Ctrs #2 & 3
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Rudy Vidal wrote 2 months ago: 2. Management Ownership It’s interesting to note that the three cultural components in fig.1 are all … 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 →
Yes, We Meant To Do That !
Rudy Vidal wrote 3 months ago: Xtreme Customer Loyalty is achieved by consistently creating positively emotional customer experienc … 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 →
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 →
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?
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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 →
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
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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.
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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 →
Difficult Customers are Customers Too.
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colleen211 wrote 1 year ago: You know the one. She or he is a paying customer. You need their business, but you don’t nec … more →
To Err is Human, so is to Care.
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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 →
Its about the heart. Put your money away.
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Rudy Vidal wrote 1 year ago: A couple of days ago I traveled for the second time on Southwest Airlines. It took the second time … more →
XCS Means Customer First
Rudy Vidal wrote 1 year ago: Yesterday I set out to purchase a car for my father, who just moved to Salt Lake City from Miami (do … more →
